CSV import: comment author displayed as name instead of email, and SLA still red despite "Migrated"

[Mohamed Ali ABIDI]

Hello,

**Environment:** Jira Service Management Cloud (new import experience)

**Problem 1: Comment author mapping issue**

When importing tickets via CSV, I format comments as:
`2026-05-05 17:16;mali.abdi@mss-grop.com;Comment text here`

According to Atlassian documentation, this format should work:
`createdDate;Creator;commentBody` where Creator is an email address.

However, after import, the comment author is displayed as my name (the importer) instead of the email address specified in the CSV.

**What I've tried:**
- Removing spaces after semicolons (`date;email;text` instead of `date; email; text`)
- Using different date formats (`YYYY-MM-DD HH:MM`)
- Ensuring the email exists in Jira users
- Using UTF-8 without BOM encoding

**Problem 2: SLA still red with "Migré" status**

I created a new status called "Migré" (category: Done) and added it to my workflow with a transition from DONE → Migré (and Migré → OPEN for reopening).

My SLA configuration stops when:
- Resolution is set
- Status = Closed, Cancelled, Resolved

Since "Migré" is a Done category status with no SLA start condition, I expected no SLA calculation. But the SLA still shows as red (expired) with dates from creation to now.

**Question:**
1. How can I make Jira recognize the email in the comment as the author instead of showing my name?
2. How can I completely disable SLA calculation for tickets imported with "Migré" status?

Thank you for your help!

[Jean Horn]

Hello @Mohamed Ali ABIDI !

Regarding your first question, I'd like to know which fields you're using for field mapping, specifically the relationship between CSV fields and Jira fields.

Now, regarding the second question, when you make the transition Migré -> Open, you can use the "Refresh" button to update the SLA time. Could you test this?