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JIRA service desk to cloud migration

I currently have a server instance of JIRA running with service desk and software.

My goal is to create a identical cloud instance and decomission the local server instance.

I create a xml backup from my server Jira instance and import it into my new cloud instance, however only the tickets of project type = [Business, Software] are imported, but no tickets of project type = [ Service Desk] seem to have been imported.


Is there a different export/import process I should be following?

The message I get when I try access a project of type = Service Desk is 

This project isn't available

It may have been deleted or your permissions may have changed.

2 answers

1 accepted

0 votes
Answer accepted
Martinez Atlassian Team May 22, 2018

Hi Lion, how are you?

In case you followed the steps place on this documentation, the import should have worked, independently of the project type. What might be causing this behavior is some permission restriction knowing that the import process does not honor the default application access settings and does not give access to any applications to new users. You or your Site Admin must grant application access to these users for them to be able to log in.

Please, check this documentation for more information.

Let me know if that helped you.

Kind regards,
Jira Support Team

Hi, I'm having the same issues.

Migrated from a hosted server to the cloud and I don't see any Service Desk projects.

What should I do in order to be able to import service desk projects?
When do I need to grant the application access?

Thank you for the response - It was a permission issue as you stated.

The ticket may be closed - thank you for the assistance.

Martinez Atlassian Team May 23, 2018

Hi Lior,

Thanks for your update! I've marked this question as Accepted so other of the community will know that this question have been answered.

Please count on the Community whenever you need assistance.




Jira Support Team

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