Historical tickets - Jira Server

[Luca Guarraci]

Hello everybody,

As part of our upcoming migration from Jira on-prem to Jira Cloud, we seek a solution to make our historical tickets accessible to our customers. Here are the details of our current situation and our requirements:

Current Setup:

• We are currently using Jira on-prem, where we have a project with over 15,000 tickets. Our biggest group of clients create requests and incidents directly on this project.
• Our customers currently have full access to Jira on-prem (decided a long time ago when our company was much smaller)

Planned Changes:

• We are migrating to Jira Cloud and will be utilizing both Jira Software and Jira Service Management.
• Post-migration, customers will submit requests, incidents and changes via the Jira Service Management portal instead of logging directly into Jira Software/onprem. The plan is to put that one big project, that is currently a Jira Software project, on read-only used after the migration to Jira Cloud.

We need a way to keep these 15,000+ historical tickets available to our customers for searching and referencing, even after the migration to Jira Cloud.

Specific Questions:

1. Is there a way to ensure that these historical tickets remain accessible to our customers in Jira Cloud?
2. Is there a recommended way to set up these tickets in Jira Cloud to function as a searchable database?

[Ste Wright · Accepted solution]

Hi @Luca Guarraci 

Can I assume the question here is how to make the Project visible to your customers, without making it publicly accessible and/or a JSM Project?

Because if that's the question, then using a Jira Project means you'd need to provide each customer contact a Jira license to access the platform and see their tickets.

You could limit who sees what using issue security schemes, and they could search for their issues using the native issue search.

---

If you don't want customers to have licenses, an alternative you could explore would be...

• Migrate all issues to a JSM Project (old issues inclusive)
• Reformat the old data to be assigned to the appropriate Reporters (i.e Customer contacts)
• Ensure tickets are shared across each Organization, and set the Customers up in those Orgs

^ This should allow the users to see old tickets, and all members of each Organization (i.e customer) to see them via the portal when viewing all their requests.

Ste

[Joseph Chung Yin · Accepted solution]

@Luca Guarraci 

Welcome to the community.  I agreed with what @Ste Wright stated.  It is a bit more works on moving your Jira project issues into a JSM project, so customers can access them via the portal where no actual licenses is needed.  Otherwise, you will need to grant Jira licenses to your customers which there will be a cost per license against your to be cloud site.

Only catch that you need to be aware when you migrate all of the historical issues from Jira into JSM project is that customers will not be able to see all of the issue data (i.e. fields in the issue view screen via the project UI) in the portal UI.

Hope this also helps.

Best, Joseph Chung Yin 

[Trudy Claspill · Accepted solution]

Hello @Luca Guarraci 

Welcome to the Atlassian community.

In addition to @Ste Wright 's suggestions, you may look at the third party apps that allow sharing of Jira information externally, without granting licenses to the external users.

Here are two such apps. I've not used either one before.

https://marketplace.atlassian.com/apps/1220441/external-share-for-jira?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/1225074/share-jira-with-external-users-secure-share?hosting=cloud&tab=overview

[Luca Guarraci]

Thank you all!

I will go for migrating to a JSM project + setting up a sort of 'Community Organization'.