CSV Import logic for comment types?

[Tom Rumberg]

We are using the CSV import feature to move Service Desk tickets from one system to another.  Through trial and error, we found that updating the CSV to have full email addresses for the comment users, it is maintaining the connection vs. just making everything the import user. 

The problems we see are:

• Any comment with a user email that maps to a real JIRA user is being marked as External
• Any comment with a customers email is being marked as Internal.  This is odd as it is impossible for a customer to create a comment as 'internal'
• The source system comment type is not included in the CSV

FYI...All users existing in the target system as Jira/Agent or in the Project's Customer list.

Example

Source system

Comment 1 is by an Agent and is marked as 'Internal Comment'

Comment 2 is by a Customer and is marked as 'External Comment'

After Import to new system

Comment 1 is by Agent and is marked as 'External Comment'

Comment 2 is by Customer and is marked as 'Internal Comment'

[Jack Brickey]

Hi @Tom Rumberg , so maybe something has changed very recently. I thought that all comments would be made public. Your bullet 2 seems to show that some are internal. In fact an import I did about 4wks back even popped up a warning that all would be public. I was able to work around this using the APIs. 

[Tom Rumberg]

I suspect that something has changed since most comments and documentation say all will be public.  I ran a bunch of test runs and it is a consistent pattern.

• Any JIRA/Agent comment is public
• Any Customer comment is internal
• Any comment that doesn't have a valid email or is not 1 or 2 above gets the CSV user id and public

I might have to explore the API path...

[Jack Brickey]

You should raise this to Atlassian Support 

if you hear back please update here.