How to import csv of issues into Jira Service Management and keep Reporter without creating users

Ian Bamforth

I have a csv containing 80k issues exported from Freshdesk that I want to import into JSM. I've attempted to do so using the External System CSV Importer, and mapped the "email" field from the csv to the "Reporter" field in Jira, but this results in every user being invited to sign up immediately, and worse they get a proper "User" created (with associated licence costs) rather than just a Customer access.

What's the proper way to import this kind of stuff?

Ste Wright

Hi @Ian Bamforth 

I'd envisage it's simpler to:

• Add the Customers into Jira first (into the relevant JSM Projects)
• Upload the issues, referencing the Customers themselves

The CSV Importer is not specific to JSM, it's a general importer for Jira as a whole - as such, it defaults to user creation, rather than customer creation.

You can bulk create Customers separately though - see: https://support.atlassian.com/jira-service-management-cloud/docs/add-customers-in-bulk-to-your-service-project/

Ste