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Incomplete migration after failing customers migration

Leonardo Bragagnolo

I can't complete the migration of my Jira Cloud software project due to a fail in the migration of these "customers" users. I can't find where these customers come from, as no-one set them before in the organisation...I looked everywhere, but still can't find them. I don't even need to migrate them, I only need to migrate the project, but this is preventing me to successfully doing it. I've also looked if anyone had the same problem before but found nothing. All the other migrations I've perfomed went well but this one is stuck.

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Sanjen Bariki_rtm841

Hi @Leonardo Bragagnolo ,

Welcome to Atlassian community!

Please confirm the below, Is my understanding clear..?

You want to migrate only project in cloud to cloud instead of users ..?

:- IN the Cloud to Cloud there is no any option to Migrate only Project without users.

If you need to Migrate only project, Its possible via CSV impost methods but you will lose the attachments.

Please accept the answer If it helps you!

Regards,

Sanjen Bariki

Miguel Nanquil

Customers came from Jira Service Management, I believe. So, please verify if you have that product installed on your site. If you're not using it, delete/unsubscribe from it.

Billy Turner_tjxh7p

I have hit the same issue @Leonardo Bragagnolo noted above. I am attempting to use the beta tool to migrate individual projects from one Jira instance to another. I have matched all applications and attempted several times to migrate the projects. Every attempt shows that users migrate fine except for an error on 2 customers. I have attempted to remove all Jira Service Management users access but still get the same error. I see no way to identify who these 2 customers are and I get no errors in the migration, it just stops when the customer errors come up.

Billy Turner_tjxh7p

I have searched everywhere and cannot find where these "customers" are listed. Any thoughts on how to identify them?

Billy Turner_tjxh7p

@Sanjen Bariki I am not sure about @Leonardo Bragagnolo , but I am selecting to migrate users and projects. The process of doing the migration does not really allow you to migrate projects without migrating users as best as I can tell.

Leonardo Bragagnolo

Yes, what I was trying to do is migrate a cloud jira project into another cloud site. I'm admin in both of them and I've already successfully migrated other several projects between the two cloud instances. This only project is giving me an error during the migration due to these customers that I cannot find anywhere. To be honest, the UX of this is quite weird and not intuitive. I've lost more than half a day trying to understand how to work this out and still didn't find a solution.

I'll try a different migration, like CSV as you suggested, but this is just a last resort, if there's a more feasible solution to the "customer users problem" I would like to use that one.

Billy Turner_tjxh7p

@Leonardo Bragagnolo I did finally figure out that the "customer" failures were occurring due to my destination site not having Jira Service Management installed on it. Once I added that, the migration did complete. I am still having some issues with the migrated data but that appears to be the answer at least for this step.

Leonardo Bragagnolo

I can't find Jira Service Management in my products, where should I look for it?

Billy Turner_tjxh7p

You will need to go to the Admin page at https://admin.atlassian.com/, then select "Products" on the top line. You then select Add Product on the upper right hand side. If you manage more than one site, you will have to select the site in question, then you will be able to select Jira Service Management to add.

Serge Neuman

Same issue. I do not see any customer. And I want to delete the Jira Service Management but do not find how to do that. The only thing I see in the administration are :
Jira Administration
Jira Software

And in Billing, I only have
Jira Software

Any idea?

Thanks

Billy Turner_tjxh7p

@Serge Neuman I believe that there is a bug in the Beta project migration. Even though I did not have the Service Management enabled on my originating Jira instance, the migration tool was still trying to bring what I believe to be "default" customers in Service Management into the destination Jira instance. Once I added Service Management to the destination instance, the customer migration completed with the 2 customers listed. I can now see those customers in the destination Jira instance. You cannot find the "customers" in your current Jira instance because they do not exist. You can see my note below on how to add it.

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