Jira migration

Question

Hello,

We would like to move away from the current customer structure and migrate from Jira ITSM to Jira Software. Is this recommended and Is anyone aware of successful cases where the migration went smoothly?
In my test environment, I notice that tickets are not migrating correctly because certain fields do not exist in Jira Software and are therefore not transferred properly.

Dr_ Ankita Mehta-OpsHub_ Inc · Answer

Hi @nikki

SM has request types, SLAs, customer fields, and portal-specific configurations that don’t exist natively in Jira Software, so tickets won’t migrate cleanly unless those gaps are addressed first. Successful migrations usually involve some restructuring rather than a direct lift and shift.

A few things to consider:

* Field parity: Create equivalent custom fields in Jira Software before migration or define clear transformation rules.
* Request types and SLAs: These don’t carry over automatically and may need redesign.
* History preservation: Decide if comments, attachments, links, and status history must remain intact.
* Data volume: Large datasets may require phased migration to minimize business impact.

In your case, you may want to explore OpsHub Migration Manager (OMM), an Atlassian Solutions Partner. It supports phased or full migrations, preserves comments, attachments, relationships, and field mappings, and helps avoid downtime, disruption, or data loss.

Hope it helps!

Marc -Devoteam- · Answer

Hi @nikki

Yes you can.

You could search for all the tickets and then do a bulk update and move the issues to the new Jira space.

Or you can export them and import them via csv, but as you are just creating a new project the bulk move option would be the most logical

nikki_zdr98u · Answer

We are currently using Jira ITSM with a service desk where employees can submit requests. However, this setup is used exclusively for internal purposes; we do not have any external customers.
Therefore, we want to provide our internal employees with regular Jira licenses and move to Jira Software. One of the reasons for this decision is also cost-related.
The IT Service Desk template we are currently using is specific to Jira Service Management and is not available in Jira Software. As a result, we need to recreate the existing service desk functionality within Jira Software in a different way.
Given this context, is it possible to migrate the existing tickets from Jira ITSM to Jira Software, or at least create an export (for example, a CSV) of the current tickets so we can retain the historical data?