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Problems with your import : Jira is locked for import but no import could be found Edited


Did you get your issue fixed already? I'm facing same issue and no luck finding a solution. I even asked to delete it but also no luck

Kind regards

1 answer

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Answer accepted

Hello @Digital AEIBERICA,

Welcome to Atlassian Community!

Just for a better understanding of the issue, I would like to confirm if you are importing a backup on the site, so I can search the logs of the site.

Can you please share a screenshot of the error you are facing?

Are you migrating from Cloud to Cloud or Server to Cloud? 

Also, when was the last time that you tried to import the backup? This information is just for me to better filter the logs here. 

Kind regards,


Cloud to Cloud migration from another site to gxxxx site. Tried one day ago.

Thank you for the details, @Digital AEIBERICA.

I was able to find the errors related to the import. 

It happened due to “licensed exceed”. Since you are importing to a Jira Service Management free site, the limit of licensed agents is 3, so the importing is failing because you are trying to import more than 3 licensed users.

Caused by: cloud.atlassian.logmon.laas.api.PrivacySafeException: Privacy-safe boxing of a com.atlassian.idp.client.exceptions.LicenceExceededException
at com.atlassian.idp.client.IdentityPlatformClientImpl.mapStatusCodeException(
at com.atlassian.idp.client.IdentityPlatformClientImpl.mapInputStream(
at com.atlassian.idp.client.IdentityPlatformClientImpl.makeRequestWithEntityBody(
at com.atlassian.idp.client.IdentityPlatformClientImpl.importUser(
at com.atlassian.idp.client.PermsAwareIdentityPlatformClientImpl.importUser(
at com.atlassian.jira.bc.dataimport.identity.DefaultIdpSafeOperations.lambda$importUserReturningExisting$11(
at com.atlassian.jira.util.retry.Retryer$
at com.atlassian.jira.bc.dataimport.identity.DefaultIdpSafeOperations.withRetry(
... 31 more

To fix that, it’s necessary to inactivate or remove the users from the backup. 

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 or remove the users by deleting from < to />.

After changing or removing the users, save the file and zip it again to import to Cloud.

If you have any other questions or face any issues, please let us know.

Like Digital AEIBERICA likes this

Many thanks.

It was quite helpful. Finally I got the instance unlocked and working again.

Kind regards

Like Angélica Luz likes this

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