I am new to JIRA Service Management and trying to explore the options around data migration. I am looking for a quicker option to export the tickets with comments, audit track and screenshots from Team Support and to import them into JIRA. Below are some of my difficulties.
Also, some other clarifications are required for the below questions.
Welcome to the Atlassian community!
Data migration is always a challenging subject to discuss especially when there are no tools or scripts to migrate data automatically. In your situation, I think you can refer to Import data from a CSV file. The page provides you with a step-by-step on preparing your CSV files.
The data in CSV files must be compatible with the Jira configuration. For example, if Jira does not have an Incident Status field, then, you will need to create a custom field with the same name and field type in Jira, then you can map it during the import.
When you are done with the first data import, you can save the import configuration file. So, for the next data import, you can select "Use an existing configuration file" and upload the configuration file. Jira will automatically map the field based on the previous import configuration file.
In Jira, regardless if it is an incident, service request, bug, problem, etc., they are all issues. Jira uses Issue Type to differentiate whether it is an incident, bug, problem, or service request.
When using Jira CSV import, please ensure you use the admin account and import the CSV file from the admin page, Gear icon -> System -> Import and Export -> External System Import, to bypass the project permission restrictions.
SLA can be configured only per project. To set multiple SLAs for multiple customers, you can use different JQL (Jira Query Language). For example:
Time to Resolution
Note that in JSM:
When you want to search for Jira knowledge base articles, always add "Jira" or "JSM" as your first search keyword. This is to ensure your search engine brings you to the Jira knowledge base sites. For example:
Feel free to use the example search keywords above and explore Jira knowledge base articles. Here are some of them:
I hope the above answers help!
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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