Migrate Service Desk (Server) to Service Management (Cloud)

[Robert Wrobel]

Hi, 

like most companies we are forced to abandon our server products and need to move to the cloud. 

We use Jira Software, Jira Service Desk (and Confluence). 

Our plan was to move everything 100% as is to the cloud, which means users, groups, projects, workflows, fields, etc. 

As I learned today, there is no Service Desk in Cloud any more and we must use ITSM instead. But unfortunately our migration tool says, that it can't migrate from SD to ITSM. 

What is the best way to move from Jira Service Desk to ITSM? Are there any recommendations?

I assume we have to "upgrade" our server from SD to ITSM first, and then push all the data into the Atlassian Cloud. Or is there another way, like exporting/importing existing issues straight into ITSM? 

Thanks in advance

Robert

[Robert Wrobel · Accepted solution]

Just to let you (and potentially others) know: Atlassian support recommended the XML Site import: 

https://support.atlassian.com/migration/docs/use-jira-site-import-to-migrate-from-server-to-cloud/

This would work when migrating directly from SD to SM, without any extra steps in between. 

But of course it doesn't work for us: since we use an external directory (LDAP), we still need to finish some other preparations. We'll see where this journey takes us...

Thanks anyways for your feedback!

[Nic Brough -Adaptavist-]

Upgrating to JSM won't help you here.  The Cloud migration assistant doesn't do most of JSD or JSM into the Cloud at all. 

The list of what it does and doesn't do is at https://support.atlassian.com/migration/docs/what-gets-migrated-with-the-jira-cloud-migration-assistant/ and "Jira Service Management projects (formerly Jira Service Desk)" is in the list of "what it won't migrate"

[Jack Brickey]

I assume you are using the Atlassian provided Migration Assistant? I was unaware that the Migration Assistant would not work for JSD --> JSM. :-(

If that is the case then I expect (unconfirmed) that you will need to do this manually using CSV. First setting up the necessary project(s) to receive the issues. 

With that said, I would really recommend reaching out to Atlassian Support. I understand that they are providing 'extra' focus on folks migrating given their EOL decision on server.