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Cannot update the existing issues via CSV Import

Hannah_j205fm

Hi the Community,

I tried to update an existing issue via CSV import. Instead updating the existing issue, I got a new ticket created. Can someone please help me to review what went wrong?

1. access via Issues in the tool bar

Screenshot 2025-03-02 at 23.50.42.png

2. map the issue key

Screenshot 2025-03-02 at 23.54.24.png

3. It creates a new ticket with the log below. Screenshot 2025-03-03 at 00.08.05.png

Accepted answers

John Funk

Hi Hannah - Welcome to the Atlassian Community!

You should map to the Issue Key instead of the Issue ID. You can call it whatever you want in your CSV file, but it checks the Issue Key field to see if that value already exists and if it does then it does an update instead of a create.

All comments

Trudy P Claspill

@Hannah

You did not identify the type of Jira system you are using.

Are you using Jira Data Center or Jira Cloud?

What is your level of access for the system? Are you a Jira Administrator, a Project Administrator, or a non-admin user?

What value are you providing in your CSV for key? Does it match to the issue key of an issue that already exists in the Jira instance?

Do you have permission to edit the issue manually through the UI?

John Funk

Hi Hannah - Welcome to the Atlassian Community!

Hannah_j205fm

I think Jira Data Center.
I'm non-admin user.
The issue key is like JIRA-2301 and it exists already.
I can edit the issue I want to update.

Vishal Biyani_2pr07j

In JIRA cloud importing the issue is creating a new issue.

Seems some functionality has changed as previously i think given an existing issue key and summary, we were able to update other fields.

Radek Dostál

You can't update existing issues from CSV as a non-admin.

What you're showing in ss is user-facing import, it does not support updating existing ones.

You'd have to get an admin to use the "admin-facing" csv import which supports it.

That's how it worked since I can remember, I'm not aware of that being changed.

Alternative (as a user) would be to do it with REST, but that's a different matter entirely.

Hannah_j205fm

It is unfortunately not possible to map with Issue Key. It's not available in the dropdown - not possible to add it neither.

Hannah_j205fm

It's a whole different story then with Rest API...

John Funk

You should go through the Settings > System > External System Import path

Use the Switch to the old experience link.

As you can see in my example, it shows up there.

Screenshot 2025-03-03 092347.png

Hannah_j205fm

Hi John, thanks a lot, however I don't have the access to system and won't get it as I'm only a user

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