Status is not mapped in JSD while importing from 'External System Import -CSV'

Question

I have tried to import several hundreds of support issues from an external service desk product over to Jira Service Desk (Cloud). I used the External System Import -CSV option and ensure that I mapped the old statuses to the correct ones used within the default JSD workflow. However, despite doing the mapping, all these issues were imported in 'Open' state ; the initial state for newly opened JSD support tickets. I am not sure if I missed something obvious or is this the expected behavior. It seems like the only option I have now is to manually go into each of these tickets and transition them to the correct status? Or is there any other option?

Petter Gonçalves · Answer

Hello Rupa,

The Status field is not a custom field, so I believe that maybe your JIRA is not localizing to correct status field when mapping it.

Can you please let us know what is the steps you are taking to the import system?

The correct steps are: JIRA Settings > System > External System Import

Can you also provide us with a screenshot on how you are mapping the status field and how it is appearing to you in the import client?

Rupa Balasubramanian · Answer

Yes, I have. And when I rechecked, I notice that the csv field status is being imported as a custom input field in Jira- so, I don't see a dropdown of the Jira "state" (I couldn't find a status field per the default workflow and field configuration). I had to type them in. I however ensured that I was putting in the exact status as per the default workflow for JSD support tickets.

Petter Gonçalves · Answer

Hello Rupa,

Can you confirm if you have properly mapped the status field when doing the import? The only possible reason that can cause this behavior is when the status is not properly mapped in the Import client:

Even if the values you have added to the CSV status field does not exist in the Service Desk workflow, it will ask you to properly map it to the status you want once you progress on the import client:

Please, let me know if you have properly configured these both details when performing the import.