Cannot import Service Desk projects from Jira Server to the Cloud

[Atlassian Wvn]

Hello,

I need to migrate an On-Premise instance to the Cloud. I have installed and used the migration tool to migrate some of our projects, users and groups.

The problem is that we have a Service Desk type of project on the On-Premise instance that does not seem to be supported by either the migration tool or the Cloud instance.

Some more informations, we need to keep history and attachments.

Did anyone already have been in this situation and found a solution ?

I thank you in advance.

[Charlie Misonne · Accepted solution]

Hi, Welcome to the Atlassian Community!

The Cloud Migration Assistant app does not support Jira Service Management (formerly Service Desk) projects indeed.

If you want to migrate your instance including that JSM project you will have to use the site export/ import method via XML.
In order to choose your migration method I can recommend this page Compare cloud migration methods 

[Atlassian Wvn]

Hi, thanks a lot !

The project has been created via XML but tickets have not been imported with it.

We have approximatively 1500 tickets on this project. Is there a preferred way to do it ?

Thank you in advance,

[Charlie Misonne]

Did you get any errors during the XML import?

[Atlassian Wvn]

No errors but 100 warnings :

Unable to parse created date: 02/sept./21 1:51 PM

Unable to parse created date: 02/sept./21 12:49 PM

Unable to parse created date: 01/sept./21 3:26 PM

Unable to parse created date: 01/sept./21 12:56 PM

Unable to parse created date: 01/sept./21 4:44 PM

Unable to parse datetime: 01/sept./21 4:44 PM

Unable to parse created date: 01/sept./21 12:51 PM

Unable to parse created date: 01/sept./21 4:42 PM

Unable to parse datetime: 01/sept./21 4:42 PM

Unable to parse created date: 01/sept./21 9:08 AM

Unable to parse created date: 01/sept./21 10:46 AM

Unable to parse datetime: 01/sept./21 10:46 AM

Unable to parse created date: 31/août/21 5:35 PM

Unable to parse created date: 01/sept./21 10:54 AM

Unable to parse datetime: 01/sept./21 10:54 AM

Unable to parse created date: 31/août/21 4:18 PM

Unable to parse created date: 01/sept./21 11:03 AM

Unable to parse datetime: 01/sept./21 11:03 AM

Unable to parse created date: 31/août/21 10:31 AM

Unable to parse created date: 31/août/21 3:05 PM

Unable to parse datetime: 31/août/21 3:05 PM

Unable to parse created date: 30/août/21 10:35 AM

Unable to parse created date: 31/août/21 10:26 AM

Unable to parse datetime: 31/août/21 8:53 AM

Unable to parse created date: 28/août/21 12:59 PM

Unable to parse created date: 30/août/21 10:20 AM

Unable to parse datetime: 30/août/21 10:20 AM

Unable to parse created date: 28/août/21 12:12 PM

Unable to parse created date: 31/août/21 8:58 AM

Unable to parse datetime: 31/août/21 8:58 AM

Unable to parse created date: 27/août/21 8:12 AM

Unable to parse created date: 27/août/21 11:11 AM

Unable to parse datetime: 27/août/21 10:29 AM

Unable to parse created date: 26/août/21 4:49 PM

Unable to parse created date: 27/août/21 10:17 AM

Unable to parse datetime: 27/août/21 10:17 AM

Unable to parse created date: 25/août/21 9:19 AM

Unable to parse created date: 25/août/21 9:24 AM

Unable to parse datetime: 25/août/21 9:24 AM

Unable to parse created date: 25/août/21 8:49 AM

Unable to parse created date: 25/août/21 9:09 AM

Unable to parse datetime: 25/août/21 9:09 AM

Unable to parse created date: 24/août/21 7:34 PM

Unable to parse created date: 24/août/21 8:31 PM

Unable to parse datetime: 24/août/21 8:31 PM

Unable to parse created date: 24/août/21 2:15 PM

Unable to parse created date: 24/août/21 8:32 PM

Unable to parse datetime: 24/août/21 8:32 PM

Unable to parse created date: 23/août/21 3:22 PM

Unable to parse created date: 24/août/21 11:33 AM

Unable to parse datetime: 24/août/21 11:33 AM

Unable to parse created date: 23/août/21 12:09 PM

Unable to parse created date: 24/août/21 10:19 AM

Unable to parse datetime: 24/août/21 10:19 AM

Unable to parse created date: 23/août/21 8:57 AM

Unable to parse created date: 24/août/21 3:33 PM

Unable to parse datetime: 24/août/21 10:10 AM

Unable to parse created date: 19/août/21 7:35 PM

Unable to parse created date: 23/août/21 8:00 AM

Unable to parse datetime: 23/août/21 8:00 AM

Unable to parse created date: 19/août/21 2:04 PM

Unable to parse created date: 19/août/21 11:05 AM

Unable to parse created date: 23/août/21 8:27 AM

Unable to parse datetime: 23/août/21 8:27 AM

Unable to parse created date: 18/août/21 10:58 AM

Unable to parse created date: 18/août/21 5:00 PM

Unable to parse datetime: 18/août/21 5:00 PM

Unable to parse created date: 18/août/21 8:56 AM

Unable to parse created date: 18/août/21 9:43 AM

Unable to parse datetime: 18/août/21 9:37 AM

Unable to parse created date: 18/août/21 8:02 AM

Unable to parse created date: 18/août/21 9:47 AM

Unable to parse datetime: 18/août/21 9:34 AM

Unable to parse created date: 17/août/21 10:09 AM

Unable to parse created date: 18/août/21 9:46 AM

Unable to parse datetime: 18/août/21 9:46 AM

Unable to parse created date: 17/août/21 10:04 AM

Unable to parse created date: 16/août/21 4:16 PM

Unable to parse created date: 17/août/21 9:56 AM

Unable to parse datetime: 17/août/21 9:56 AM

Unable to parse created date: 16/août/21 3:56 PM

Unable to parse created date: 17/août/21 9:57 AM

Unable to parse datetime: 17/août/21 9:57 AM

Unable to parse created date: 16/août/21 2:03 PM

Unable to parse created date: 17/août/21 9:59 AM

Unable to parse datetime: 17/août/21 9:59 AM

Unable to parse created date: 16/août/21 12:58 PM

Unable to parse created date: 17/août/21 9:58 AM

Unable to parse datetime: 17/août/21 9:58 AM

Unable to parse created date: 15/août/21 7:35 PM

Unable to parse created date: 16/août/21 8:15 AM

Unable to parse datetime: 16/août/21 8:15 AM

Unable to parse created date: 14/août/21 12:01 PM

Unable to parse created date: 16/août/21 12:48 PM

Unable to parse datetime: 16/août/21 10:40 AM

Unable to parse created date: 13/août/21 2:14 PM

Unable to parse created date: 16/août/21 10:28 AM

Unable to parse datetime: 16/août/21 10:28 AM

Unable to parse created date: 10/août/21 11:28 AM

Unable to parse created date: 27/août/21 8:55 AM

[Charlie Misonne]

That's odd because I do'nt think dates are stored in this format in the XML. Are you sure those are warnings from the XML import and not the CSV import you tried earlier?

The xml import should be performed via settings -> system -> restore system

[Atlassian Wvn]

Indeed this error came from the CSV. Sorry for this.

There were no errors when importing the project with the XML files

[Charlie Misonne]

Well if you performed the site restore from the XML and there were no errors but you do not see any tickekts I suggest you contact Atlassian support: there is a separate category for migrations and Atlassian will guide you through it.

There is not much the Atlassian Community can do to troubleshoot a failed import without any errors I'm afraid.

[Atlassian Wvn]

I will contact them. Thanks a lot for your help !

Have a nice day.