Move from JSM to CSM - Can't copy settings from an existing space

[Matt Phillips]

I'm following the guide Move from Jira Service Management to Customer Service Management

It says - 

• Check the box next to Copy settings from an existing space.
• Select the Jira Service Management space you want to share settings from.

But when I do this, I can't see my existing (paid) JSM space.

I'm logged in, and my user has admin access to both products.

What am I doing wrong?

Thanks,
Matt

[Mark Higgins · Accepted solution]

Hi Matt,

I think the article is poorly worded, in that, when it suggests to 'Move' from JSM to CSM, it doesn't mean, pick up your JSM space and move it to a CSM space, it means ' rebuild your JSM space in CSM., so you can get more of the Customer Experiences. 

I've spent the last couple of weeks looking at CSM, and its a completely separate application, and it has it's own Spaces. But these spaces are not JSM spaces, and hence they will not appear in your list.

There are a lot of items in a CSM space that are in a JSM space, but they are unique. So when you are looking at the drop down, it will be looking to show you the CSM spaces that you have, in the same way JSM does, with JSM spaces.

Happy to discuss further, if this is unclear, because as a 'picture person' it wasn't clear to me.

Mark

[Matt Phillips]

Hi Mark,

Thanks for the response, and you're right, the article title, and also the guide itself led me to believe that I could migrate from a JSM to a new CSM space.

There are a lot of nice features in CSM that we're interested in.  It would be nice if they could just be added to an existing JSM.

I'll continue to explore CSM a bit more before deciding if it's worth the work to switch.

Cheers
Matt

[Mark Higgins]

Hi Matt, 

I have had the opportunity to talk to some Atlassian's and the uplift of JSM with some of the CSM features is on their 'radmap'.

Cheers

[John Funk]

Hi Matt - Welcome to the Atlassian Community!

I suspect the space you want to copy is a Team-managed space (and not a Company-managed) space. Or is a business space. Can you confirm the type it is? 

[Matt Phillips]

Hi John,

Interesting, I don't remember having the option of choosing company-managed or team-managed when I set up any of my spaces, but when I go to the list of spaces, I can see that I have a mix of types

• My Jira-Software space is Company-Managed
• my JSM space is Team-managed.

A quick search tells me that there is no way to convert this type (e.g. I can't turn a team-managed space into a company-managed space).  Also, if you go into the wizard for creating a new JSM and choose the template that I used ("IT service management (Essentials)"), the only option is "team-managed".

I'm starting to get the feeling that CSM isn't for me and that I should just stick with JSM.

I'd be interested to know your thoughts.

Thanks,
Matt

[Ash H_]

Hi @Matt Phillips

I'm Ash from Appfire's Expert Services. 

It sounds like you are running into a common hurdle when trying to replicate the setup of a Jira Service Management (JSM) project. In Jira Cloud, while you can create a new project using a template or shared configuration from an existing project, this native process primarily copies the underlying schemes - like permission, notification, and issue type schemes. However, it often doesn't include specific JSM-level settings such as request types, portal groups, or custom queues, which can lead to a lot of manual rework. A common native workaround is to use the "Create project with shared configuration" option during the project creation wizard, but if you need to move a more complex setup including request types and portal configurations, you might find that the native tools don't quite capture every detail of a service desk's unique structure.

Configuration Manager for Jira (CMJ) is designed specifically to handle these types of complex configuration transfers with much more precision. Based on the public documentation, the app allows you to capture a "snapshot" of a project's entire configuration - including workflows, custom fields, and schemes - and deploy it to another project or even a different Jira site. For Jira Service Management specifically, CMJ is verified to support the deployment of project configurations between Jira Cloud sites, which helps ensure that your service desk settings remain consistent without the need for manual recreation. It also includes a change analysis feature that lets you preview exactly what will be modified or created before you commit to the deployment, giving you a safety net to ensure your CSM project ends up exactly how you intended.

Best of luck,
Ash

[Matt Phillips]

Thanks Ash, CMJ looks helpful for my scenario

[Shankar Rishikesh]

I want to understand, if we build new CSM space, how will we get JSM tickets for customer in CSM? This may be public tickets, requests/ etc...

My JSM portal list all customer tickets/ integration tickets etc.. in JSM portal for customer, if we create a new space, customers might not see old tickets and do any reporting/ escalations?!!!

I don't see any good place where it explains everything, it is all like a new app and thats it!

There should be a mapping between JSM and CSM, not all customers are end users, in tech world, customers need to integrate thier ticket system with JSM and keep them in sync, JSM portal helps them to work on and change status if required. Does CSM do this? what does it do if not defined!

thanks,

Shankar

[Matt Phillips]

Hi Shankar,

You're in exactly the same scenario as me.

We have an existing JSM with many tickets and history.

The guide linked in my post above suggests that there is a migration path available from JSM to CSM.   Perhaps there is a bug in the system right now, or perhaps I'm reading the guide wrong.

Perhaps the only path from JSM to CSM would be to just create a CSM space in parallel and leave our JSM space there for historical reasons (e.g. searching past tickets etc).

Thanks,
Matt