Issues when importing issues from jira software to a Service desk project

[Rosana Casilli]

Hi All!!

This time I do not know what to do.

Let me tell you the situation:

1. we have two projects: A (JIRA Software) and B (Service  desk)

2. I have been asked to move issues from A to B. 

Although I am getting some thoughts why it is not doing what I expected I will tell you what I expect to have in the B project

We need all issues with a specific request type to be move to proyect B to a different request type.

I have export to do a test one issue. I have selected to export all fields

Do I need to do any particular changes in this file when importing it. Could it be possible that some fields in the file are related to the entire jira?

Secondly, I tried to link when importing the fields from file to the new project but it is not showing request participant, request type, and a lot more.

By the other hand, I thought to move the issues from A to B, but it is not shown the request type to select from project B.

What should I do?

Thanks in advance,

Ro

[Trudy Claspill · Accepted solution]

Hello Rosanna,

Software Projects and Service Desk Projects have overlapping sets of fields. Fields specific to Service Desk like Request Type will not be part of the exported data for Software Project issues. For instance, both projects include Issue Type, but Service Desk has the additional field Request Type, which is the "type" of issue that the customer sees. Service Desk issues require both of these fields for the issue to be visible to a customer. 

Not all fields can be mapped. For instance I know that Created Date cannot be set during import. There may be fields specific to Service Desk that are not supported as part of the field mapping in the import process. I have not tried importing to a Service Desk project before, so I'm not sure if there are fields that cannot be mapped.

I would recommend that you try creating a Service Desk issue through the UI/Help Center Portal and exporting that issue (all fields) to see what fields are presented. Use that output as a template for formatting the file of issue data you want to import.