Techexcel to Jira Transition

[Royce Robertson]

Hello!

I am the *new* Service Desk Coordinator at a college where we are transitioning from Techexcel's Servicewise, an older servicedesk platform to Jira, which we have decided is a better, modern tracker. Obviously, the transition is hefty, due to 7+ years of data and a lack of understanding new tools and building Jira to our needs. Hopefully, I can get a few of our pressing concerns answered, and articulate them well. Through documentation, video, and playing on demos we have answered most of our questions, but the ones that remain lead me here. 

1.) Can Jira be configured to auto-generate tickets? Example: if we know as a desk that every May 20th we have to complete maintenance for a system, can Jira be programmed to generate a ticket or even a reminder for the desk? This is of minor importance in the grand scheme of things, but we would like to consolidate as much as we can into Jira, due to our antiquated use of several different softwares. 

2.) Can anyone make adding the customer base clearer for me? Right now, we use an external system to manage our users, but I'm not sure of the specifics. We are a Google college, and ideally would like to know if we could add all of our users through the Google system. Every user has an Email, and we would like to know we can import all these emails and populate a customer base.

3.) We have, arguably mistakenly, kept our personal laptop/computer service waivers uploaded into Servicewise with the tickets and shredded our physical copies after the upload was complete. I do not see a way as of yet to download these waiver files for export, but wanted to know if Jira could take an import of said files. I do not know much about import formats, but assume an attachment couldn't be in a CSV. Of course, I could be wrong.

I have smaller questions, but feel like posting every question here in one post isn't fruitful, so I will continue to use my resources to try to answer them. 

Thank you in advance,

Ryan

[Jack Brickey]

1. not OOTB. There are addons you can look at for this. Look in the Marketplace.
2. you can add them manually or allow for self-signup. I suspect, since you are transitioning from another system you will want to add them manually. If you can get the emails into a CSV then you can copy and paste them into the add customer screen. It has been awhile but I think you can create the users as part of the import. something to test out.
3. are these waivers (attachments) associated w/ specific tickets in the old systems or something else? There are a number of threads in the Community that discuss how to get attachments imported and I would suggest you search and review them here.

[Royce Robertson]

Thank you for the quick and detailed response.

The waivers are indeed attached to these tickets, and I will check around to see what the Community says. 

Again, thank you, the answers were extremely helpful.