Greetings migration experts!
TLDR - how can I import comments from fresh desk into the appropriate JSM tickets while maintaining Author date and public/private properties?
I have been struggling with migrating one of my support teams out of fresh desk and onto our Jira service management instance. Freshdesk (FD) makes it very challenging to migrate data. However I've made it through most hurtles at this point with really one last Challenge that I'm hoping someone may have some ideas on. Specifically what I need to do is import all of the notes/comments from FD. Below is where I currently stand.
Option 1 - CSV Import
I have been playing with importing the comments subsequent to importing the issues themselves. This is because I have been unable to find a means of exporting the comments along with the issues in a clean manner. So the import looks something like this:
According to the documentation, the following format should be used to import comments.
"01/01/2012 10:10;Admin; This comment works"
If your CSV file consists of Jira Service Management projects with comments and is mapped to the Comments body in the Jira fields column, all the comments from your import file will become public after the CSV import.
YIKES! This simply will not do. Obviously this would allow customers to see all internal comments. So I decided to turn to the APIs...
Option 1 - APIs
I decided to take a look at the APIs to determine if I could use them to create comments and was initially please that there was the option to do so. Moreover it allows you to select what is the comment was public or not. YAY!
My excitement eventually diminished. What I found was that I was unable to designate the author of the comment. The comment would always be made by the user associated with the API. I found the following open suggestion in JAC which is been open since 2013 so I don't suspect we're gonna see resolution on that.
Any input or assistance would be most appreciated.
I've just gotta say...You've done a lot of work! And you've got some top-notch documenting skills.
Have you checked the Atlassian marketplace? There's a Freshdesk to Jira Service Management app that could have saved you all the hassles. The app would export your Freshdesk data to Jira Service Management. Yes, via the API. However, the app keeps the original author of the comment.
"My excitement eventually diminished. What I found was that I was unable to designate the author of the comment. The comment would always be made by the user associated with the API. I found the following open suggestion in JAC which is been open since 2013 so I don't suspect we're gonna see resolution on that."
Now, I don't know all the details of your migration. But I do know, that when migrating to Jira Service Management via the API, you need to add users to the target project, grant permission, and make their email visible. Here's a guide on that. Maybe that was your problem.
You need to have a budget to use the app. But considering that you've already spent at least 4 days figuring all of this out, I think it's worth a try.
P.S. I work for this company. Let me know if my comment was of any help.
@Andrew Gallagher , as I recall...
In the end it became easier in my case just to take it on internally. I think that for most folks this tool will work quite well and the company is very responsive. It is when you get into customizations that it becomes questionable. Again I had some weird field conversions I chose to do, e.g. merging multiple FD fields into a single text field. I am sure that if I chose to proceed we would have gotten it to work.
Update on what I have found and my current planned approach. I will turn this into an article once complete assuming it all works.
export FD Archive:
prep import file:
prep for comments import:
"01/01/2012 10:10;756048:cd791313-4715e-45h6-a888-3a6b057t071; This comment works"
Yes this is most certainly a very painful process but the best I have been able to come up with.
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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