CSV import: comment author displayed as name instead of email, and SLA still red despite "Migrated"

Question

Hello,

**Environment:** Jira Service Management Cloud (new import experience)

**Problem 1: Comment author mapping issue**

When importing tickets via CSV, I format comments as:
`2026-05-05 17:16;mali.abdi@mss-grop.com;Comment text here`

According to Atlassian documentation, this format should work:
`createdDate;Creator;commentBody` where Creator is an email address.

However, after import, the comment author is displayed as my name (the importer) instead of the email address specified in the CSV.

**What I've tried:**
- Removing spaces after semicolons (`date;email;text` instead of `date; email; text`)
- Using different date formats (`YYYY-MM-DD HH:MM`)
- Ensuring the email exists in Jira users
- Using UTF-8 without BOM encoding

**Problem 2: SLA still red with "Migré" status**

I created a new status called "Migré" (category: Done) and added it to my workflow with a transition from DONE → Migré (and Migré → OPEN for reopening).

My SLA configuration stops when:
- Resolution is set
- Status = Closed, Cancelled, Resolved

Since "Migré" is a Done category status with no SLA start condition, I expected no SLA calculation. But the SLA still shows as red (expired) with dates from creation to now.

**Question:**
1. How can I make Jira recognize the email in the comment as the author instead of showing my name?
2. How can I completely disable SLA calculation for tickets imported with "Migré" status?

Thank you for your help!

Mohamed Ali ABIDI_7w340a · Answer

Hello @Jean Horn

Thank you for your response.

For the comment author issue, the CSV fields are mapped as follows:

Résumé to Summary

État to Status

Date de création to Creation Date

Priorité to Priority

Rapporteur to Reporter

Personne assignée to Assignee

Description to Description

Urgence to Urgency

Date de résolution to Resolution Date

Type de ticket to Issue Type

Comment to Comment

MSS Application to a custom field

Organization to a custom field

Request Type to a custom field

Client Impact to a custom field

Customer to a custom field

The Comment field contains values such as:

2026-05-05 17:16 ; mali.abdi@mss-group.com ; Comment text here

The CSV field is mapped directly to the Jira Comment field during the import.

Could you please confirm whether the new CSV import experience in Jira Service Management Cloud supports setting the comment author from an email address, or whether comments are always attributed to the importing user?

Regarding the SLA question, my use case is related to historical ticket migration.

We are migrating closed tickets from our legacy system (GLPI) into Jira Service Management so that customers can keep access to their historical tickets after GLPI is decommissioned.

These tickets were already processed and closed in GLPI. They are not active Jira tickets and should not be included in SLA calculations or reports.

The migrated tickets are imported with the status "Migré", which belongs to the Done category.

What would be the recommended approach to completely exclude these migrated tickets from SLA calculations and reporting?

Thank you for your help.

Jean Horn_0wd0b5 · Answer

Hello @Mohamed Ali ABIDI !

Regarding your first question, I'd like to know which fields you're using for field mapping, specifically the relationship between CSV fields and Jira fields.

Now, regarding the second question, when you make the transition Migré -> Open, you can use the "Refresh" button to update the SLA time. Could you test this?