Importing or Updating Historical (closed) tickets via CSV

David_hjxzqk

Hello I've imported our tickets into Service Management by CSV.

All items came in successfully, but the status field did not seem to apply correctly. All of my closed and resolved items imported as open or waiting for feedback.

Should I scrap my project and try again, or is there a better way to update them based on issue key?

Joseph Chung Yin

@David -

When you use the "Import Issues from CSV" option in JSM, it works as issue creation thus your issue's WF status as OPEN or Waiting for Feedback.

Option 1)

To update your imported issues, you will need to use the External System Import function via the Jira Administration dropdown menu and select "System" option.  (I am assuming that you have Jira system admin right.  If not, you will need to ask your system admin team to assist you)

The CSV file to be used in this process, you must have the following columns:

a) Issue Key, b) Issue summary, c) status  where the last column will contain your desired status.

NOTE - Your terminal status to be applied must be already defined in your WF + there must already be a transition established allowing you to move from "OPEN" or "Waiting for Feedback" directly to your terminal status.

Option 2)

Use Issue Search based on your JQL criteria and conduct a bulk change operation -

Select the "Transition Issues" operation during the bulk change process.

NOTE - Your terminal status to be applied must be already defined in your WF + there must already be a transition established allowing you to move from "OPEN" or "Waiting for Feedback" directly to your terminal status.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.