migrate our custom ticketing system to Jsm

[Bekuretsion Gebremichael]

We are planning to migrate our custom ticketing system to Jira Service Management.

Is there an official method to import a large volume of companies, users, and tickets from our existing system into JSM? Should we rely on Jira's default REST API, or are there alternative options, such as a built-in import function (e.g., JSON or CSV-based import)? and mapping of data field b/n different managemnt tool.

We’d love to hear from the community about your experiences, challenges, and best practices for such a migration—particularly if you've moved from Zammad to Jira Service Management. Any advice or pointers to get started would be greatly appreciated

[Aaron Pavez _ServiceRocket_ · Accepted solution]

Hi @Bekuretsion Gebremichael 

You have a couple of options mentioned here:

https://support.atlassian.com/jira-cloud-administration/docs/import-and-export-your-data-to-and-from-jira-cloud/

There is also a section that shows how to from another tool:

https://support.atlassian.com/jira-cloud-administration/docs/migrate-from-other-issue-trackers/

Since you mention zammad:

https://community.zammad.org/t/export-all-tickets-including-ticket-notes-to-csv/6875

Regards

[Bekuretsion Gebremichael]

Thanks @Aaron.

I'm facing a problem. I can export everything as a CSV, but I'm confused about the import process in Jira Service Management.

When importing to JSM, I couldn't find an option to import users, groups, and tickets separately. I was able to import the tickets, but my question is also: how can I link them to the correct users? I couldn't figure out how to import users and organizations globally into JSM.

Any advice would be greatly appreciated!

[Aaron Pavez _ServiceRocket_]

That will be tricky. 

> I couldn't find an option to import users, 

Are the users internally created in zammad? or another external tool for users? AD?

When you export anything in CSV, in Jira you have the option to map the CSV field values to jira field values. Sadly not the user accounts. Custom user picker field can be mapped.

> groups, 

Sadly for groups it's not possible. you will have to create them manually. 

Ill say that Jira groups are not the same as zammad groups. look into that.

https://support.atlassian.com/jira-cloud-administration/docs/manage-users-groups-permissions-and-roles-in-jira-cloud/

> and tickets separately

This cannot be done. A ticket is just a placeholder of custom fields and values. When you import the data to CSV, then you will create a new issue in Jira.

the CSV will create it in a project of your choosing.

Go to Settings (⛭) > System > External System Import on the sidebar or create project -> import.

>how can I link them to the correct users?

this one will be difficult since the CSV only imports custom fields.

For this one, since you have a cloud instance, better to contact Atlassian support to get help in the migration.

Regards

Aaron

[Bekuretsion Gebremichael]

Thanks Aaron.I appreciate your help and I will come back to ask also