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Import GitLab issues to Jira Service Desk. Problem with Author and Assignee names

Hey there,

I tried to import service desk issues from GitLab to Jira Service Desk via CSV. However, some problems occured since the usernames we used in GitLab are different (not existent) in Jira. Is there a workaround to prevent this, maybe sync GitLab with Jira in advance?



1 answer

0 votes
Dario B Atlassian Team Oct 21, 2020

Hello @Lukas Gundlach ,

Welcome to the Atlassian Community!

In order to be able to import/create/update users from CSV you should replace the usernames with the email address as documented in:


Supported user types

  • email address

  • Atlassian Account ID

Creating users

You can choose to have the importer automatically create Jira users for any values of the Assignee or Reporter field.

  • Users will be created as active accounts in Jira. Users will need to get their passwords emailed to them the first time they log into Jira.
  • Users with no real name will get the portion of their email address (login name) before the "@" character as their Full Name in Jira.
  • If you are using External User Management, the import process will not be able to create Jira users; instead, the importer will give you a list of any new users that need to be created. You will need to create the users in your external user repository before commencing the import.
  • If you have a user-limited license (e.g. personal license), and the number of required users is larger than the limit, then the import will be stopped. A page will be displayed showing a list of users that can't be created.
  • If Assignee and Reporter are not mapped, then no users are created.

Updating users

Portal-only customer data in JIra Service Desk behaves differently than other user accounts data. If the portal-only customer data is different in the import and the destination, then we use the destination data.


Another option would be to use a 3rd party app or an add-on to sync the issues between Jira and Gitlab like, for example: Sync Jira with Gitlab  (you can search our Marketplace for more).



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