Getting CSV import error Issue can't be created due to the error/s [ User '<name>' does not exist. ]

[John Tucci]

I'm importing into Jira a CSV file that I extracted from our current issue-tracking system. I get an error message: Issue can't be created due to the error/s [ User '<name>' does not exist. ] for each of my project members. The <name> as it appears in the log-file does not match the name entry in the CSV file, which I've edited to match the Project Member in my Jira project.

Can someone explain, or point me to relevant info, the origin of the '<name>' entry in the log file, as it doesn't match what I'm providing in the CSV file or the Project Member name in Jira?

I'm using '<name>' here as I don't want to divulge the actual name in the log-file. There are multiple entries in the CSV file for each Jira Project Member, and there is an error-log entry for each CSV file entry.

Thanks.

[Ismael Jimoh]

Hi @John Tucci 

Will try the email address if we are talking of Cloud. As cloud uses Id and email for identifying users.

Cheers.

[John Tucci]

Hello, Ismael:

   Thanks for replying. My work email is: JTucci@megabytesystems.com. I'm looking forward to hearing from you, and I'm grateful for any help.

Regards,

-John Tucci

[Ismael Jimoh]

Could you send me the header of your csv file? How did you define user there and also, what are your mappings in the application when you are importing the data?

[John Tucci]

Ismael:

These are the first three entries in the CSV file. The "Owner" in the CSV file is exactly the same as the "Member" name in Jira. I also have a question about "Member" names: one of the Jira members appears as "minaz hirji" (all lowercase) when all other members appear as "First Last" (name properly capitalized); how do I change "minaz hirji" to "Minaz Hirji"??

Owner,Task ID,Title,Description,Task Status,Created Date,RequestID,Change ID,Priority
minaz hirji,1203,"SD 4677, Monterey, ASW0395 group sale Doc# 2016069891 does not transfer ownership correctly","Same issue as reported on SD 4212, where duplicate AliasID's are causing issues in Ownership Transfers (using Group Sales) in ASW0395. The Asmt is 419-111-022-000. Ownership being transferred is Borzini Ray. This owner has a 25% ownership, and a 4% ownership. When the 29% is transfered, the 4% shows in Ownership History as 0%. Document attached shows duplicate AliasID. Request is to install the fix on VMSQL3\Mont, and also run the corrective script on this VM.

Test failed on VMSQL3\Monterey. Current Ownership line does not respond to move to Grantors grid. Please see attached document.

Nolan, please provide examples that can be reproduced on VM. Thanks.",On Hold,3/22/17 8:34,0,930,Not Assigned
minaz hirji,2244,TCW1100,Fix program so an error message is given if an attempt to partially pay a fee is made.,On Hold,3/22/18 5:14,0,1188,Not Assigned

[John Tucci]

I created a truncated CSV file with only the first few entries from the full file; I also edited the records to enclose the ServiceDesk Task Owner's name and other text fields in "", edited names to match EXACTLY the way the Team Member's name appears on the Kanban Board...and I'm still getting these error messages in the log-file:

2021-09-01 17:05:16,103 INFO - Importer started!
2021-09-01 17:05:16,103 INFO - Engine is running in Import mode
2021-09-01 17:05:16,498 INFO - All issues will be imported to project: WinProgramming (WIN)
2021-09-01 17:05:16,517 INFO - Creating issue: [externalId='autoid-8646372634463929927', summary='SD 4677, Monterey,  ASW0395 group sale Doc# 2016069891 does not transfer ownership correctly']
2021-09-01 17:05:16,524 INFO - Issue does not have issue type selected, the affected issues will be created with default issue type [Task]
2021-09-01 17:05:16,610 ERROR - Issue can't be created due to the error/s [ User 'minazhirji' does not exist. ]
2021-09-01 17:05:16,619 INFO - Creating issue: [externalId='autoid--2722152583348498509', summary='TCW1100,Fix program so an error message is given if an attempt to partially pay a fee is made.']
2021-09-01 17:05:16,619 INFO - Issue does not have issue type selected, the affected issues will be created with default issue type [Task]
2021-09-01 17:05:16,629 ERROR - Issue can't be created due to the error/s [ User 'minazhirji' does not exist. ]
2021-09-01 17:05:16,637 INFO - Creating issue: [externalId='autoid--7393675226127911442', summary='ASW0100, Quick Search Error']
2021-09-01 17:05:16,637 INFO - Issue does not have issue type selected, the affected issues will be created with default issue type [Task]
2021-09-01 17:05:16,646 ERROR - Issue can't be created due to the error/s [ User 'frankwu' does not exist. ]
2021-09-01 17:05:16,654 INFO - Creating issue: [externalId='autoid--1985184049248071393', summary='SD 8152 Tehama ASW0680 Asmt Field is greyed out']
2021-09-01 17:05:16,654 INFO - Issue does not have issue type selected, the affected issues will be created with default issue type [Task]
2021-09-01 17:05:16,664 ERROR - Issue can't be created due to the error/s [ User 'ryanmarbut' does not exist. ]

The names "minazhirji", "frankwu", and "ryanmarbut" DO NOT APPEAR anywhere visible on the WIN Kanban Board.????

[Ismael Jimoh]

Hi @John Tucci 

Sorry for the late reply here.

I did not mean you should share with me your email address. I mean when you are parsing users in a CSV, JIRA cloud doesn't identify users by usernames or even firstname and lastname. To my knowledge, it relies on either:

• Account ID which you will need to get via rest api or 
• via Email address(I have tested this and it worked and also, this is the one entry compulsory when adding a user to Atlassian Cloud).

When you parse this with your query, you should be able to import the CSV.

user,summary, description

<my-email-address>,testCSV,"This is a test to see if I can use email address to import a CSV and create issues"

Regards.

[John Tucci]

Ismael:

   Thanks for responding with the additional info. I have since made contact with Atlassian Support and they pointed me to the same info. I have made the necessary change in my CSV file to user email addresses, and the import proceeded successfully!

   I am now facing the next small hurdle: the imported records create Jira issues, and I as able to view via the post-import "View Created Issues" link. However, those issues are not visible on my Kanban board. I have informed Atlassian Support, so I expect an update from them...but I'm always willing to get information from as many sources as possible, so please feel free to provide input/suggestions if you are so inclined.

   No apology necessary for the timing of your responses. I am sincerely grateful for your time, interest, effort, and information.

Regards,

-John

[Ismael Jimoh]

Can you check if you can view each issue directly? If yes, I’ll check the difference between these issues and the filter used by the board in question. Normally, this is where the problem lies.