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Migrate Tasks in Jira Software to New Tasks in Jira Service Management

Is there an easy way to migrate tasks from Jira Software to new tasks in Jira Service Management? I would prefer a native tool or feature, if possible, but open to 3rd party if necessary. Jira Software dataset isn't overly large, less than 10,000 tickets.

2 answers

3 votes
Fabian Lim Community Leader Apr 28, 2022

Hi @Alan Sturlin

I would just move the tickets using the bulk edit functionality and move the tickets.  It only allows you to do 1000 at a time, so you will have to repeat it 10 times.

Two things to keep in mind:

1. You will be asked to map statuses. If the js statuses don't exist in jsm, you will have to figure out which status will be represented in the new project

2. Some fields in js may be hidden in the jsm project, so you will have to ensure you keep the same customfields if you still want to see the fields

Good luck.

2 votes

@Alan Sturlin -

Welcome to the community.  In addition to what @Fabian Lim mentioned, here are a few more things that you need to decide and be aware of:

1) The reporter and the assignee fields - You will need to ensure that a) your original assignee user should also exist in your JSM project (this means that they will need to have an agent license for JSM); b) your original reporter user need to be pre-setup with Service Desk Customer role in your JSM project too.  You need to prepare your JSM project with all the needed users assignments prior to the bulk edit functionality.

2) You should also know what Request Type that you want to assign to your Jira Software issue prior to the bulk edit process too, so you can conduct proper mapping during the process.

3) It is very important that you conduct your issue data analysis (just as what Fabian mentioned for the custom fields + issue types) first to ensure all the necessary fields/issue type mappings are documented, so you know what to map during the bulk edit operation.

4) Once the issue data is moved, the issue in your JSM project will have new issue keys when comparing with the original data prior to the bulk edit process.

5) In JSM, there is no concept of EPIC/Story (by default) like what you have in Jira Software.  However, Parent Issue/Subtasks concept is still there in JSM.

Last advise I have for you is to conduct a test first - Example work with 10 to 20 issues initially, so you can see the resulting set in your JSM project.  This will allow to fine tuned/adjust the process properly and as needed.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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