Data transition from evaluation to production

[Deleted user]

Hi all,

I'm new to this community.

Current status:

- We're using Jira, Confluence etc already on-premise, but still OTRS as ticket system. My company wants to migrate the on-prem Atlassian stuff to the cloud and additionally, my task is to move from OTRS to Jira Service Managemnt (JSM).

- So, as a pilot project, I'm creating a JSM site in the Atlassian cloud (already working to some extent) - let's call it company-evaluation.atlassian.net

- Once processes are polished, I want to invite a "pilot-customer" to this JSM. This customer will create tickets etc in a productive way.

Now, I want to know:

Q1) Once the pilot is over and ALL of our customers shall migrate to JSM (coming from OTRS6, btw), will all the pilot-customer's tickets remain or do I need to start from scratch?

Q2) Let's assume that the URL will change from company-evaluation.atlassian.net to company-production.atlassian.net. Is that URL change possible when going live? Or would I need to move all data from company-evaluation to company-production?

Q3) Would the pilot phase (with a real customer and real "agents") require me to get into "paid mode", already?

Answers are highly appreciated. :-)

Thanks,

Horst

[Tessa Tuteleers]

Hi @[deleted] , 

Welcome to the community! 

With the nearing end of jira server, the migration to cloud is being heavily invested in. 

A migration assistent as well as cloud migration trials are available. 
Please read up in detail about the big task you have ahead of you here and here. 

Now for a really short answer (all explained way better in the linked documentation):

1. Using the cloud migration app your data won't be overwritten, but added so your existing work on cloud can remain.
2.  You can update your product URL up to 3 times, you find the documentation here. But be aware that it stores the old url so it is blocked from usage. Use wisely.  
3. For now, you can get a license for the same period as your server license to test the migration. 

Good luck with the migration and know that Atlassian is very helpful regarding any questions / issues you might have so contact them if needed!

- Tessa

[Deleted user]

oops, my reply to your reply appeared as a new "answer"... :-(

So, please see my answer above with Q4 and Q5. Thx :-).

[Tessa Tuteleers]

Hi again @[deleted] , 

yeah, the thread is better if you keep them together under one answer, but I'll continue here to keep ik together. 

Since you are basically first setting up a cloud environment for migrating OTRS -> JSM and then going live with that while migrating you jira server instance, I don't think this falls under the migration licensing. And even more, you would be testing a migration on a live instance, with possible impact on your production JSM. I would advice against that. 

But I think that you should perhaps direct your questions to Atlassian themselves, as they can assess the situation and give you all the posibilities they see. 

Hope you have a smooth transition! 

Happy Easter! 

- Tessa

[Deleted user]

Thx for the info. Alright, then. Next questions arise (if you're not tired):

Q6) To stay under the hood of the above-mentioned "migration licensing", the JSM would need to remain "unproductive" until the complete on-prem-2-cloud migration is done, right?

Q7) Let's assume that I get a separate JSM instance to be productive. Is there a good way to "merge" it later with another instance, into which we separately moved our on-prem Atlassian data into the Atlassian cloud?

i.e. to keep things separated we would have, with current planning:

Instance A: only used for JSM, to become productive "soon" (say: next 3-6 months)

Instance B: only used for migrated on-prem stuff (say: 6-12 months)

Is there a good way to do "A+B"? There's probably some disadvantages by having two of those "instances" (duplicate user registries, process fiasko maybe, etc)

[Deleted user]

Hi Tessa,

thx a lot for the great links and answers.

To explain a bit more:

- In a 1st step, my company wants to get the ITSM up and running, by moving to JSM in the Atlassian cloud. Since we move from OTRS to JSM, there is no real migration. Instead, we will stop using OTRS and begin with a new JSM from scratch.

NOTE: It may well occur that we will pull all of our customers over into a productive JSM instance - even before our on-pem Confluence/JIRA was moved to the Atlassian cloud).

- In the 2nd step, our on-prem data (Confluence, Jira, all or our 3-digit users) can only migrate once some 3rd party tools were adapted to the Atlassian cloud (that is a paid partner effort that is already & still ongoing).

So, new questions arise in my head:

Q4) Does that current cloud-migration-trial offer* (12 months) allow me to start immediately with step#1 (JSM), get step#1 done (i.e. do a GoLive with pilot customers with billing, then), and in the end, maybe even with ALL customers being Live already, keep that step#1 data (JSM: tickets, accounts etc) while also enabling to take step#2 some months later?

*This offer: https://www.atlassian.com/migration/assess/cloud-migration-trial

Q5) Due to time contraints last year, my JSM test site became inactive. To reactivate, it would start the billing immediately. If Q4 gets a "No": can the JSM be reactivated for free so that I can take up my testing again? (we're still weeks to months away from going productive with the new ticket system).

Thx for more insights & happy Easter!

Horst