Importing tickets from external system - the Assignees and Reporters are concatenated

Question

The names of the people for Assignee's and Reporters are concatenated and are causing an issue.  I thought that the space in between the names might be causing an issue.  I tried that.  No luck.  I was told to try our internal ID instead of our name - No luck.  I tried our email address - no luck.

I get the following error message;

Issue can't be created due to the error/s [ The reporter specified is not a user. ]

I have tried numerous people as the reporter that show up in the list...NO LUCK

Any help would be accepted

Ismael Jimoh · Answer

Hi @Lawrence Demers ,

I am assuming you are using a CSV to import the issues hence correct me if I am wrong.

Your error is that the username stated for assisnees and reporters do not match any existing users.

Hence may I ask if you have admin privileges on this JIRA instance? If not, can you ask who has the admin privilege and ask them to do the following:

* Go to: Admin > User Management Page.
* Search for the users one at a time on this page using email(I do not recommend fullname because you could have multiple users with the same name. Emails tend to be more unique)
* For each email, copy to an excel the corresponding username.

Collect the list from the admin and do the following:

* Edit your CSV or other import file, replacing the name associated with the reporter and assignee options with those from the list above.
* Save the file.
* Perform the import as you were doing.

Let me know if the issue recurs and if the data is not confidential, I can jump in a call with you however note that my timezone is GMT+2 so factor that in if you want us to go over it together.

Cheers.

Lawrence Demers · Answer

The tickets that came in on my initial test did not bring in the original Ticket ID.  I don't know if I would need to have System Admin rights to view all the fields or execute this cleanly.  I am just working on a "play" right now with actual data.  As I mentioned - any and all assistance is appreciated.  The faster I can get out of the legacy system the more time I can devote to learning the Best Practices of  Jira Service Desk.

Lawrence Demers · Answer

Thanks Ismael!