Change of Jira servicedesk URL

[Deleted user]

Hello,

We just combined (aquired) two organisations. On of those is already using Jira Servicedesk (Cloud version) and we want to use Jira SD in both organisations. To avoid questions from our customers we want to change the Jira URL. My questions are:

• How do we change the Jira url form x.atlassian.net to  y.atlassian.net? Is it possible anyway (I presume we need help from in this from Atlassian anyway)?
• What about our history; we want to make sure that historical issues/projects et cetera are still available and working in our Jira environment.
• Are there any disadvantages or other things we have to take into account when changing the url/name of our Jira Servicedesk cloud?

Thanks in advance for your help!

Best regards,

Rene Weber

[Angélica Luz]

Hello Rene,

Thank you for getting in touch with Atlassian Community!
Currently, it's not possible to change the Atlassian Cloud URL. We have a feature request suggesting the implementation of this ability which was already accepted:
- https://jira.atlassian.com/browse/CLOUD-7184
Please, click on vote and watch to receive updates about the feature.

For now, as you need to change the URL, you will have to migrate all data from instance X to Y.
If the instance Y already have some data and you need to merge the data from X to Y, it will require an extra step, in this case, to use a Jira Server trial instance to merge both X and Y and then upload it to the new cloud instance.

You can find some details here.

If you decide to migrate date and need someone helping on all steps, as we may need screenshots and talk about private things that include the URL or even check the backup in case you face any error while migrating, we'd suggest contacting our support as Jack mentioned, since only us from Atlassian and you will have access to the private information.

Regards,
Angélica

[Deleted user]

Helle Angelica,

Thanks for your quick reply. The new Jira tenant (with the new URL) Y needs to be set up and has no data in it. If we backup data form the old tenant X and restore it to the new tenant Y is/are:

• all users, groups and rights restored?
• all projects and setting restored?
• all historical data restored and the links to the old tenant X automatically converted to Y so that we are able to open them?
• the Tempo plugin and historical data still available in the new tenant?

Regards,

Rene

[Angélica Luz]

Hi Rene,

all users, groups and rights restored?

- Yes, restoring the backup, the users will be created and they will be added to all groups that they had on the other instance.

all projects and setting restored?

- Yes, the projects will be restored with custom fields, issue types, tickets, reports and all other settings that it has before.

all historical data restored and the links to the old tenant X automatically converted to Y so that we are able to open them?

- Yes, if you have tickets from other projects, subtasks, epics, it will still be linked to their respective tickets.

the Tempo plugin and historical data still available in the new tenant?

- No, all Tempo data are stored on their side and not Jira, so after the migration, you will have to install Tempo again, but I saw on their documentation that they don't offer migration between Cloud instances.
- Can I migrate my Tempo Cloud to another Tempo Cloud instance?

If you have any other question, please let us know.

Regards,
Angélica

[Deleted user]

Hello Angelica,

I have done a couple of test-imports now. They take over hours and sometimes they succeed and sometimes I got an error (and when I tried again the import then sometimes succeeded).

The error message that I got with a failed import is added.

Another issue (strange thing) I had after a succesfull import is that issue numbers were changed (different from the tenant they were backuped from). Is it normal that the issue numbers change after a restore?

Thanks again for your help. 

Best regards,

Rene

[Angélica Luz]

Hi Rene,

I've checked the error and it may be related to users with blank emails or duplicate email address.
Please, check the bugs below which contains the workaround to fix the issue:
- Import fails when backup contains users with blank e-mails
- Jira Site Import hits into Duplicate email address or UserAlreadyExists

Related to the number of tickets, it will show all tickets until the moment the backup was taken, if tickets were created after the backup, it won't be imported.

Regards,
Angélica

[Jack Brickey]

Reach out to Atlassian Support.