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Separating Internal/External Comments when moving issues from JSW to JSM

Dani Miles September 11, 2023

We need to move a project from JSW Server to JSM Cloud. 

We were using the JSW Server instance as customer facing providing users with access and separating them with issue security, we also had scripting in place to allow for comments to be internal / external. 

When I move the tickets to the cloud JSM project how can we maintain the Internal/External Comments? I noticed on a csv export all internal comments are marked ;Internal Access; so there must be a way to tell JSM anything with that is Internal Only and everything else is Comment for Customers?

Has anyone had a similar situation to this?

1 answer

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Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 11, 2023

Hi @Dani Miles , by default the comments would come in as internal. One thing I have done in a past life is to export the data and create two versions of the file! One with external comments and one with internal. I imported the external comment file to create the issues then used the APIs to read/write the comments back as public. I then imported the internal-comment file. The trick is how you identify the external comments so you can separate them.

Dani Miles September 11, 2023

@Jack Brickey thanks, we should know which comments are external as they won't have the ;Internal Access: tag in them. The main problem is we have over 80k issues, so not sure this can be done easily with a csv export... I am not sure if it can be done back end?

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 11, 2023

I would look to the APIs. One think to consider is to simply start a new JSM and only import say the last few months or only the open issues.

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