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CSV import on JIRA Cloud - Currently not possible

Hello Atlassian,

Currently we are facing an urgent issue relating to importing JIRA tickets from an external CSV file into our cloud instance of JIRA.

On February 10th, 2017 we were able to successfully import over 500 tickets using the following process (Running the CSV file import wizard)

Today, March 3rd, using the same process with far less complicated data (simple UTF-8 data), we are unable to import the data and not receiving a useful error message from the system. (note I have obfuscated personal information with 'XXXX'). I have been able to reproduce the issue with only a single line in the CSV to import to I believe this is related to JIRA rather than the data. Generally when we see errors relating to data they appear in the detailed error log.

Can you please let me know if any changes have been made to the JIRA Cloud which has caused this problem?

2017-03-01 11:28:20,302 INFO - Import started by XXXXXX using com.atlassian.jira.plugins.importer.imports.csv.CsvDataBean
2017-03-01 11:28:20,491 INFO - ------------------------------
2017-03-01 11:28:20,492 INFO - Importing: Users
2017-03-01 11:28:20,492 INFO - ------------------------------
2017-03-01 11:28:20,492 INFO - Only new items will be imported
2017-03-01 11:28:20,493 INFO - 0 users associated with import. All of them imported as inactive, this can be changed after import in User Access step.
2017-03-01 11:28:20,498 INFO - ------------------------------
2017-03-01 11:28:20,498 INFO - Finished Importing : Users
2017-03-01 11:28:20,499 INFO - ------------------------------
2017-03-01 11:28:20,500 INFO - 0 users successfully created.
2017-03-01 11:28:20,500 INFO - Retrieving projects...
2017-03-01 11:28:20,500 INFO - Project ExternalProject{id='null', key='XXX', externalName='null', name='XXXXXXXXXXXX'} exists and found correctly.
2017-03-01 11:28:20,501 INFO - ------------------------------
2017-03-01 11:28:20,501 INFO - Importing: Versions
2017-03-01 11:28:20,501 INFO - ------------------------------
2017-03-01 11:28:20,501 INFO - Only new items will be imported
2017-03-01 11:28:20,502 INFO - ------------------------------
2017-03-01 11:28:20,502 INFO - Finished Importing : Versions
2017-03-01 11:28:20,502 INFO - ------------------------------
2017-03-01 11:28:20,502 INFO - ------------------------------
2017-03-01 11:28:20,502 INFO - Importing: Components
2017-03-01 11:28:20,503 INFO - ------------------------------
2017-03-01 11:28:20,503 INFO - Only new items will be imported
2017-03-01 11:28:20,504 INFO - ------------------------------
2017-03-01 11:28:20,504 INFO - Finished Importing : Components
2017-03-01 11:28:20,504 INFO - ------------------------------
2017-03-01 11:28:20,505 INFO - Retrieving custom fields...
2017-03-01 11:28:20,514 INFO - ------------------------------
2017-03-01 11:28:20,515 INFO - Importing: Issues
2017-03-01 11:28:20,515 INFO - ------------------------------
2017-03-01 11:28:20,515 INFO - Only new items will be imported
2017-03-01 11:28:20,520 INFO - ------------------------------
2017-03-01 11:28:20,520 INFO - Finished Importing : Issues
2017-03-01 11:28:20,520 INFO - ------------------------------
2017-03-01 11:28:20,526 ERROR - Unexpected failure occurred. Importer will stop immediately. Data may be in an unstable state
2017-03-01 11:28:20,527 INFO - No issues need to be reindexed.

4 answers

1 accepted

1 vote
Answer accepted

Hi Sean, 

This is a community questions and answers forum, so you may not get a response directly from Atlassian here.

If you want to contact them directly with a question or problem, you should raise a support ticket here: (follow the Atlassian Cloud links for raise a request about Cloud JIRA). 

They should be able to have a look at the detailed application logs for you and see what is going wrong.

In the meantime, on here, could you provide an example of the single line csv you are trying to import (if it is practical for you to remove/obfuscate sensitive data)? That might help me (or others) to help you.


Hi Sean,

I am also having this issue with no detail provided on the error.

I am also creating a support ticket as their status page reports no service degradation for JIRA Cloud:

Hello guys,

Pardon, I think I raised this ticket in the wrong place , thanks for the info @Sam Hall smile

Glad to hear it's not just me, I'll raise a separate ticket in the dedicate help support desk



Ticket raised with technical support, hopefully an answer shortly

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