Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

External System Import issues.


I'm in dire need of assistance regarding the External System Import. Few things:

  1. After the successful import, there's an SLA we call "response time". Basically how this functions is when it goes to a certain status it should STOP the SLA. But since I imported an issue from an external software, the status comes after that certain status... so the SLA will not stop at all. Is there a solution or workaround for this? I will be bulk importing 100+ issues, by CSV.
  2. It seems like there's an ongoing problem in regards to the "Customer Request Type" field during the import. There's no way to select it. As stated in #1, I'm going to be importing a lot of tickets, and it definitely will be a pain in the arse to change every single Request Type. Is there any update to this: Any potential fixes/workarounds would be appreciated.
  3. Comments, before they are imported, how do you change certain comments to be either INTERNAL or to the Customer? I'm assuming I would have to do something to the CSV... but there isn't much guidance and information regarding this online.

ANY help is appreciated.

Thank you so much in advance, Atlassian Community!




NOTE: This is specifically for SERVER.

0 answers

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

170 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you