Updating Data via CSV import

[James Halliday]

I've just started a new company and one of the tasks they've assigned to is to update some fields on some Service Desk tickets.

I've pulled out the data in a report via a CSV, made the amendments I need to and I want to test importing the data back with 5 test tickets.

My question what does the system use as the unique identifier column to match to the existing Service Desk tickets when importing? We have the 'Key' column that is the ticket number which is the unique number for each ticket.

Thanks      

[Ismael Jimoh · Accepted solution]

Use the key.

JIRA always checks for existing key, same is true for emails.

[James Halliday]

Thanks Ismael

We just did a test upload and it seems to updated the tickets correctly.

I have another question though, why does the uploads need the 'Summary' field as a mandatory column? We assumed that the import would only need two columns? The 'Key' field as the identifier field and the column of the field we wish to update?

My concern is that the customers use that as a free text field and therefore that won't always be a unique reference (e.g. there'll be multiple entries the same such as "can't login" or "add company")     

[Ismael Jimoh]

The summary field is meant to be the name of the ticket. This is usually required but for the csv import, may I ask which you are using?

The external system import or the one under the issue menu.

The former does not need summary but the latter follows the field configuration of the project you are importing to so you need the summary because the required fields will apply.

[James Halliday]

We've just tried out both import methods and it seems they both require the Summary column?

It's not a big issue I just want to make sure that import is using the 'Key' column to identify the Service Desk tickets and not the Summary text.

Thanks