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Migration from one jira cloud to another


I have two instances of Jira cloud and I wish to migrate my next gen project from one instance to another 

So I complete the jira inbuilt back process. downloaded the zip file and then tried the import wizard and I get this error message


An error occurred during the import process.

Import again with a different backup file or get in touch with our support team. Include the steps you followed, along with any unique characteristics of your Jira setup.

  • Error importing data: cloud.atlassian.logmon.laas.api.PrivacySafeException: Privacy-safe boxing of a com.atlassian.jira.bc.dataimport.identity.UsersImportService$WrappingCrowdException

it fails here.  Any ideas?


SUCCESSProcessing your Jira backup
SUCCESSProcessing your Jira and plugin data
SUCCESSUpdating the database
SUCCESSImporting attachments and avatars
FAILEDSynchronizing users and groups
NOT_STARTEDActivating Jira

2 answers

1 accepted

0 votes
Answer accepted

@Angélica Luz - All sorted, no data loss.  Support managed to remove the lock on the browser

1 vote

Hello Lee,

Thank you for reaching out to Atlassian Community!

I can see that you are using a Free site where the number of available licenses is limited to three for Service Management and 10 for Software, so the error you are facing might be related to this.

You can edit the entities.xml file to set users as inactive. Please, let only your account and the sysadmin account as active. 

On the entities.xml, users will show as the example below:

<User id="12345" directoryId="1" userName="user" lowerUserName="user" active="1" createdDate="2018-12-13 19:41:47.381" updatedDate="2018-12-14 19:41:45.769" firstName="User" lowerFirstName="user" lastName="User" lowerLastName="user" displayName="User" lowerDisplayName="user" emailAddress="" lowerEmailAddress="" credential="nopass" deletedExternally="0" externalId="123456:a78901b2-c34d-56e7-f8g9-0h1i2j345k67" localServiceDeskUser="0"/>

You can change "0" on "active", so their account will be imported, but as inactive.

After changing the information, save the file and zip it again to import to Cloud.

Kind regards,

Many thanks @Angélica Luz 

Is there a way to just undo what I did?  I think I imported in error and dont wish to affect existing site

Hi Lee,

One of the last steps of the migration is the import of users and groups. It means that the site was already wiped. 

I can see that you created a ticket with our support and they are already helping you with this request. Through the ticket, they can access your site in order to help you with the migration.

Like Dario B likes this

@Angélica Luz .  Crap I was hoping we could roll back and save site.  I have imported the wrong site on top of the site

Like Angélica Luz likes this

@Angélica Luz  - All sorted, no data loss.  Support managed to remove the lock on the browser

Like Angélica Luz likes this

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