This link might be helpful, it goes into full detail about the process:
The CSV importer is not perfect and can cause some headaches...which is why it is not currently linked on the import page...if you have any problems with it, don't hesitate to open a support request and we can help out with the import.
The CSV importer is not perfect and can cause some headaches...which is why it is not currently linked on the import page..
To be more precise: historically all importers (including CSV) were available only for system admins. In OnDemand it meant that they were not available to end users who have maixmum normal admin right. But that was changed some time ago, but in OnDemand the link is still hidden (though available via direct URL).
Additionally CVS importer does not take into account the presence of other apps in the OnDemand offering. That is if it creates a user it will not be enabled for other apps (like Confluence or FishEye). if it creates a JIRA project, then corresponding elements in other apps (like wiki space, Crucible project or FishEye repo) are not created.
These are things which are now being addressed and hopefully will be seen in OnDemand very soon.
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