Is it possible to export or migrate tickets to other ITSM systems like Freshservice?

[Kamil Kornobis]

Hi,

Is it possible to export tickets to other ITSM systems like Freshservice?
I am interested in exporting details concerning assignees to the cases, case participants, requesters, case tagging and assets, both internal and public comments history etc. (full export - as a rule of thumb)

Regards,
Kamil
Ardent Support Desk

[Angélica Luz · Accepted solution]

Hi Kamil,

There are some ITSM that has the option to import Jira issues the same as Jira has, so it's necessary to see if Freshservice has an import tool and if it accepts files like CSV.
Would you like just to import the tickets to Freshservice or integrate Jira and Freshservice?

Regards,
Angélica

[Kamil Kornobis]

Hi @Angélica Luz Angelica da Luz,

Sorry for late response. Let me restate the question.

My main concern is actually regarding the possibility to export current ticket queue (of all open tickets that are either in "waiting for support" or "waiting for customer" status) with all the comments and data included in JIRA tickets.

First of all I would like to know if it's just possible to export all those cases I have on a certain project in JIRA to let's say - a .csv file.

Then I would like to know, if there is a possibility to upload the information to FreshService, but my main question remains if it's possible to make such an export like stated earlier.

Regards,
Kamil
Ardent Support Desk

[Angélica Luz]

Hi Kamil,

The queue on the Service Desk project it's not possible to export. In this case, you must go to Issues and filters > Search issues and use the same filter of your queue to be able to export the tickets.
So, go to the queue and click on ... > Edit queue > Advanced and copy the JQL. On the Search issues, the only difference is that you will have to specify the project to filter correctly the tickets that you need.
On the Issues and filters page, you can export the CSV with all fields or with only the fields that are showing on the columns.
Below is a screenshot just to clarify what are the current fields. 

Related to upload the information to FreshService, it will depend on the tools that it has. On Jira, you can export the issues, but I believe that it would be better to contact FreshService support to see if it's possible to import our CSV to their system.

Regards,
Angélica