Create issues and Import external customers comments from CSV to Jira Service Management project

[Frédérique Cusson]

Hi,

We are planning to migrate some tickets from our actual service management app to Jira Service Management. We've been using JSM for a while for our IT tickets, but now we want to migrate our customer service tickets. 

I've been doing a couple ofcsv import tests in our JSM sandbox but I haven't been able to import comments that were made by an external customer correctly.

I first added the email address in the customer section of the project where i'm doing the import. I then tested the csv import. The comment was added, by the right user but it was made internal. I don't want it to be internal since it was made by a customer, I want every participant in the ticket to be able to see it.

At first I thought it was because my customer was not a request participant, so I tried adding the column Request Participants in my CSV but it did not work. I saw online that it is impossible to add a Request Participants. That's an issue itself, but i'm not going to focus on that here.

I did a third test where I added my customer user (test@) as the reporter in my CSV. The comment was added but it was still internal.

Is there a way to import comments made by external customers? How can I do it ? It's really important that we can keep our opened tickets history when we will change our Service Management app...

[Joseph Chung Yin]

@Frédérique Cusson -

Based on my knowledge, currently there is an outstanding enhancement request to allow one to set the visibility of comments via the CSV process.  I would recommend you to add yourself as a watcher of this request - https://jira.atlassian.com/browse/JRACLOUD-64464

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Frédérique Cusson]

Hi Jim, thanks for your response but I'm actually already watching this request. Since there is no solution for now, I was wondering if someone found an other way to import service tickets with comments made by agents AND customers correctly.