Moving complete service desk

[Ho Ming Si Lalao Angelo]

Hi all,

i'm trying to merge 2 jira service desks...

I managed to move the regular spaces from one jira to another, but i can't seem to move a service desk space. I already tried using Deepclone, but it resets all the Issue numbers (some have been removed, +-150 of the +-2000 issues keys are gone), makes me the reporter of all the issues and the creation dates are all set today... 

Are there any other ways to move all the issues and comments from one service desk to another while keeping all the information.

kind regards,

Angelo

[Trudy Claspill]

Hello @Ho Ming Si Lalao Angelo 

Welcome to the Atlassian community.

When you say "merge" do you mean you want to move the items from one Space to another Space, or do you want to leave the items in the original Space and make copies of them in another Space?

Are the source and destination Spaces Team Managed or Company Managed?

Do the source and destination Spaces have identical configurations with regard to work item/request types, fields, Customers, Agents, permission allocation, workflows and statuses?

How many items do you need to move/copy? 

Are they all standard items or are some parent or children of other items?

I've never used the DeepClone tool before so I can't speak to any discrepancies that arose through its use.

Whether you move the item to the second Space or make a copy of the item in the second Space the key (i.e. ABC-123) associated with the new item in the second Space is not going to be the same as the key for the item in the original space, regardless of the tool used to execute the move/copy.

The space type (Team- or Company-managed) can affect what occurs during the native move/clone processes. I don't know how they might affect DeepClone.

Can you provide the details of the process you went through and the configuration/specifications you set for the DeepClone process?

[Ho Ming Si Lalao Angelo]

Hi, 

thank you for the quick reply,

we have a company managed service desk on one jira (which is restored and "cleaned" jira from a supplier we worked with), let's call this jira1, we managed to move the other spaces so there's only a service desk left here.

And we have our own jira, , jira2, (which also has a service desk but i don't think that would be an issue) in which i'd like to move or copy the service desk from jira1.

I'd make a new space in jira2 which should be snapshot of jira1 after which i'd shutdown jira1. More info:

- Right now there is no destination space yet

- Customers of jira1 are agents in jira2

- workflows will have to be recreated

- there are about 2000 issues to copy with comments but they are standard, no parent/child links

hmmm the issue key what our documentation is based on so that's quite an issue if we can't keep it...

Using Deepclone it just recreated the issues using my account and the current timestamp.

[Trudy Claspill]

The tags on your post indicate you are using Cloud products. 

Are you trying to copy this JSM project from one Jira/JSM Cloud instance to another Jira/JSM Cloud instance?

If you are, have you looked at the Copy Data option available to Organization Administrators?

Documentation home page: https://support.atlassian.com/organization-administration/docs/copy-product-data/

If that methodology is available to you, that would retain all the original issue keys, creating a copy of the project and its configuration schemes in the destination Jira/JSM instance.

[Ho Ming Si Lalao Angelo]

yes they are both jira cloud indeed. I used Copy Data to copy the regular spaces and it worked like a charm, but i didn't seem to be able to copy the service desk using that.

The service desk space is not showing up in the list of source spaces.

Is there a way to convert it to a regular space, copy it and the reconvert to a service desk?

One thing i noticed now is that i can't edit the space details, i'm getting a "something went wrong"-error when i try to acces the space details, all other space settings pages are working though.

[Trudy Claspill]

Is that new error occurring in the source or destination Jira/JSM instance?

Is there more than one JSM space on the source instance? If so, when you tried to use the Copy Data option to copy the JSM space were other JSM spaces listed?

You said there is already a JSM space on the destination instance. Does it have the same key as the JSM space you wanted to copy? Did you have any active or archived spaces on the destination instance that have the same key as the JSM space you wanted to transfer with the Copy Data option?

As a user community we are not going to be able to access your instances to investigate directly. If you want to work with Atlassian Technical Support directly on this, and grant them access to look at the instances, then you can open a support case with them at https://support.atlassian.com/contact/#/

[Ho Ming Si Lalao Angelo]

it's on the source jira, and there is still a second space on that source jira to, but that one has already been copied to the destination jira. And that one is still listed, but the service desk is not.

The destination jira uses other keys than the source jira.

Okay, i'll check with the Tech support, thank you very much for your time.

[Trudy Claspill]

Good luck! Sorry I was not able to be more helpful.

It would be helpful to the community if you report back here what you learn from Atlassian about why the JSM project did not show up in the list of projects to copy in the Copy Data screens.