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Question on Customer database

Samar Tripathy

Hello,

Context:

Our JSM instance has 3 service desks i,e A, B and C. They are all company-managed. We are in the process of moving one service desk A to B. That means we will use "bulk change" to move all open and closed tickets. Our customers access the service desks by authentication to create tickets.

Question:

1. Do we require to migrate customers from service desk A to B? If yes, what is the JSM native tool to migrate them?

2. Do we require to migrate Support Agents from service desk A to B? If yes, what are the options available?

Thanks in advance for your feedback!

Accepted answers

John Funk

Hi Samar,

1. I suggest you move with ticket (open or closed doesn't matter) where the ticket has a Customer that is in service desk A but not in service desk B. When you do the move, it actually creates a new ticket in service desk B. So, see if it adds the user as a customer in service desk B.

That would be the best scenario. Otherwise you can add the customers to service desk B by putting them in the People component and granting them the Service Desk Customer project role.

2. You will need to do this manually like the last point above. Go to People and then add the Agents but this time grant them Service Desk Team project role.

Arkadiusz Wroblewski

Hello @Samar Tripathy

To move between service desks smoothly, just break it down into tickets, customers, and agents.

For the tickets, Jira’s Bulk Move tool will handle the transition, but definitely test a small batch first since you'll have to map over fields and Request Types.

Your customer accounts already exist on your site, but if the new service desk is restricted, you'll need to add those customers or their Organizations to the new project so they don't lose portal access.

Your agents will also need to be explicitly added to the Service Desk Team role in the new project to see the new queues. Lastly, keep in mind that SLAs, queues, and automation rules live at the project level and don't copy over, so you'll need to set those up fresh.

Best,

Arkadiusz☀️

All comments

John Funk

Hi Samar,

That would be the best scenario. Otherwise you can add the customers to service desk B by putting them in the People component and granting them the Service Desk Customer project role.

2. You will need to do this manually like the last point above. Go to People and then add the Agents but this time grant them Service Desk Team project role.

Arkadiusz Wroblewski

Hello @Samar Tripathy

To move between service desks smoothly, just break it down into tickets, customers, and agents.

For the tickets, Jira’s Bulk Move tool will handle the transition, but definitely test a small batch first since you'll have to map over fields and Request Types.

Best,

Arkadiusz☀️

Samar Tripathy

Thanks very much, Arkadiusz!

Samar Tripathy

Thanks very much, John!

Samar Tripathy

When moving tickets from service desk, customers do not get added to service desk B.

John Funk

You are welcome.

I thought they probably would not get added. You will need to add them manually then.

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