Moving Users from JSW(Server) to JSM(Cloud)

[Dani Miles]

So I need to migrate a JSW project from server to a JSM project in Cloud.

I am planning to first migrate the project to Cloud and then bulk move the issues to a new JSM project which I am building.

Looking for advice on what happens to users. Currently we have 500 users licensed on JSW using this project which will need to become customer portal only users in JSM, they will need to be split into Organisations so they can only see their relevant tickets. 

Anyone got any experience in doing this? I would like the users to still be able to see all of their old tickets. 

I am guessing I will manually need to add all of the users to their specific Organisations but how will their old licensed account link to their new customer portal one? Will they be recognised as the same person?

[Upasna Bassi · Accepted solution]

Migration of JSM projects using JCMA, Atlassian has provided detail of what happens to customers. As per the linked document, the data from the server should get linked to the corresponding user of the Cloud.

How Jira Service Management customers are migrated

As for adding customers to Customer Organizations, that still would be a manual process - as far as I could check in the documentation.

[Dani Miles]

@Upasna Bassi

Thanks, so it looks like I might be best to manually add the Customer users in Cloud before moving the tickets into the new JSM project and then hopefully the Cloud system will pick up that the Reporter on the migrated ticket already exists as a customer portal user

[Nic Brough -Adaptavist-]

This won't work.

Customer accounts can only see requests in the portal, they won't see the issues you migrate from Software to Service-Management, because the issues don't have requests.

[Dani Miles]

@Nic Brough -Adaptavist- 
We will move the issues from the migrated JSW project to the newly created JSM project. We can then add the relevant Request Types and the relevant Organisation so issues can be seen by users in the portal. I just wanted to understand if I have manually added Joe Bloggs in my JSM project as a customer to an Organisation but Joe Bloggs also used to be a licensed user in JSW and is the Reporter on my issue, will Jira know it's the same person?

[Nic Brough -Adaptavist-]

It will know to map the old accounts to the new ones if you map them in the JCMA.