Will the original assignees, message authors and created dates be preserved when we migrate to Jira Service Management?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Jira Service Management. Where Jira Service Management cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If Jira Service Management can't natively support an old record type, what are my options?
We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Jira Service Management, review sample records from it and propose how it can be represented, based on what Jira Service Management supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.
What happens to tickets assigned to agents who have left the team or don't have an account in Jira Service Management?
They still come across. Before the migration runs, you decide where they go: to a fallback owner you choose, or left unassigned where Jira Service Management allows it. Either way, each ticket can get a tag with the original agent's name, for example Assigned_to_Jane, so your team can still see and filter who handled it and reassign them later.
Will migrating to Jira Service Management send emails or notifications to customers, our team or anyone else?
No. Before the sample or full migration starts, we confirm with you that nothing in Jira Service Management will send messages about the migrated data: we import with notifications switched off wherever Jira Service Management allows it, and pause any automation that could send them or give it a condition that skips migrated records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.
Can you migrate data that Jira Service Management can't take in through an API?
In many cases, yes. Where something can't be written through an API, we recreate it through the application itself where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.
What happens if Jira Service Management requires fields our current data doesn't have?
We check Jira Service Management for required fields your current data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where Jira Service Management lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.
How will we tell migrated records apart from the ones already in Jira Service Management?
We can mark every migrated record in Jira Service Management, for example with a custom checkbox field that names the system it came from, so your team can tell migrated data apart from records created there. We agree the marker with you during scoping so it fits how your team uses Jira Service Management.
We use a lot of custom fields. Can you map them to Jira Service Management?
Where Jira Service Management has a place for them, yes. Each migration is a custom script written for your project, so your custom fields and structure are mapped to Jira Service Management's model rather than forced through an import template. Where field types differ, such as a value stored as text in your current system that Jira Service Management needs as a number, the script converts it. We agree the mapping with you and prove it on a sample migration before the full run.
Will links between our records still work after we migrate to Jira Service Management?
Yes. We move your data in two passes. The first pass creates every record in Jira Service Management and stores its new ID. The second pass goes back and points each reference at the new record, so links between records lead to the right place.
Can you fix tickets that are linked to the wrong company as they move to Jira Service Management?
Yes, where Jira Service Management lets a company be set on each ticket. Each migration runs as custom scripts against the source and destination APIs, so we can set the correct company on each ticket as it is written to Jira Service Management. We agree the assignment rules with you first. The corrected links show up in the sample migration, so you can check them before the full run.
Can ticket watchers or followers be migrated to Jira Service Management?
Yes, where your current platform records them. We read the watcher list from each ticket and, where a watcher has an agent account in Jira Service Management, matched by email, add them as a watcher on the matching migrated ticket. You confirm the result on the sample migration before the full run.
Will our ticket formatting, including HTML content, carry over to Jira Service Management?
Yes. The migration script converts ticket content, including HTML, into the format Jira Service Management expects, and our verification checks compare migrated tickets with the originals, including how the HTML renders. The sample migration lets you compare migrated tickets side by side with the originals before the full run, and if anything renders differently, such as HTML appearing as raw text, we adjust the script and re-run the samples until you sign off.
Will the migration create duplicate tags or custom fields in Jira Service Management?
It shouldn't. We map your data onto the tags and custom fields that already exist in Jira Service Management rather than creating duplicates alongside them, and we can write the scripts so they leave your existing custom field setup unchanged. If any duplicate tags do turn up after a run, we merge them.
What data will be migrated to Jira Service Management, and how will each type of record map?
It depends on your current platform and the scope you choose, but it is usually the core records and everything attached to them. Before anything runs, we send you a migration checklist showing where each type of record lands in Jira Service Management, including anything that won't move, and you confirm the scope.
How do you migrate dependent fields into Jira Service Management, where one field's options depend on another?
We migrate the parent field and its dependent field together, so each record keeps a valid pair of values. For that to work, the same parent and child options need to exist in Jira Service Management, with each child option set up under the right parent value; otherwise the dependent value may not be saved. The sample migration shows whether the pairs land correctly, and if they don't, the options are aligned and we re-sync before the full run.
Are attachments migrated to Jira Service Management, and how do you make sure none are missed?
Yes. Attachments are downloaded from your current platform and uploaded to Jira Service Management as real files on the same records, wherever Jira Service Management accepts files on that type of record and within its file size limit, not left as links back to the old system. To make sure none are missed, your Migration Validation Report checks attachment integrity by checksum alongside the record-count comparison, and we can also run an attachment count check against your source and share the results. You can review attachments in the sample migration before the full run.
Do we need to create our custom fields in Jira Service Management before the migration, or do you create them?
Usually we create them as part of the migration. Where Jira Service Management has no API for creating fields, we set them up through its interface, using admin access you grant us. On some platforms we ask your team to create certain fields and tell us which source field maps to each one, and we confirm which applies to Jira Service Management during scoping.
What happens to custom fields that have no matching field in Jira Service Management?
You choose how each one is kept. We can create a matching custom field in Jira Service Management, map it onto the closest existing field, or write its values onto each migrated record as an internal note laid out as readable field-and-value pairs, so the information stays visible without cluttering your new setup. Every field without a match is listed in the migration checklist, and we agree the approach with you before the sample migration.
Can you migrate our data into Jira Service Management if another team already uses it, and merge it with the records already there?
Yes. Before creating anything, we check each incoming record, such as a company or contact, against the records already in Jira Service Management, using a matching rule we agree with you, such as an email address or an ID. Where a match is found, the migrated data is attached to the existing record. Records with no match are either created as new records or set aside on a list for your team to review, whichever you prefer, and if you already keep a mapping between the two systems' names or IDs, we can apply it in the migration scripts. We also map your data into the fields the other team already uses rather than adding duplicate fields alongside them.
Will inline images still display after we migrate to Jira Service Management, or will their links break?
They keep displaying once they are re-hosted, and we plan for that. Where inline images are stored by your current platform, we can download them, upload them to Jira Service Management and point each image link at its new location, so it no longer depends on your old account. Images embedded directly in email bodies can still be served from your old account, so before you shut it down we can identify the affected records and re-import them with their images re-hosted, and our verification checks on the sample migration include inline images.
Will our tags and labels carry over to Jira Service Management?
Yes. Tags and labels are part of the field mapping and are applied to the same records in Jira Service Management. Where an old tag has no match there and can't be created, we map it to an existing tag you choose, and you can check how your tags come across in the sample migration before the full run.
What happens if some of our field values are longer than Jira Service Management allows?
We handle it in the migration scripts. Fields where Jira Service Management's limit is shorter than your data are identified while we map your data, the handling for each one is agreed with you before the migration runs, and you can check the result in the sample migration before the full run.
Can you migrate our workflows and automations into Jira Service Management, or only our data?
Both can be in scope. Your records are the core of the migration, and workflows, rules and automations can be added: we recreate them in Jira Service Management using its own conditions and actions, since automations don't copy across platforms as they are. Where Jira Service Management's API can't create them, they are set up through its interface instead, and we agree during scoping exactly which ones we rebuild and which your team or implementation partner will handle.
Do you migrate our users, or do we need to create them in Jira Service Management before the migration?
Usually your team creates them, but we can do it for you. We recommend setting up your users in Jira Service Management before the full migration, so every record can be attributed and assigned to the right person; the sample migration uses a default user, so it doesn't need them. If you'd rather we create the accounts, send us the list of users and their roles and we provision them for you, where Jira Service Management allows it.
Will the migration delete or overwrite any data that's already in Jira Service Management?
No. The migration adds your records alongside what is already in Jira Service Management, and nothing there is deleted without your confirmation. Where an incoming record matches an existing one, we link to the existing record rather than creating a second copy, and corrections to migrated records are made as updates wherever possible rather than by deleting and recreating them.
What happens if Jira Service Management rejects some of our records during the migration?
We log each rejected record, fix the cause and push it again. Common causes, such as a required field your data doesn't fill or a value in a format Jira Service Management doesn't accept, are agreed with you and handled in the migration scripts, and the scripts can be re-run safely without creating duplicates. When the migration finishes, you get a list of every migrated record and of anything left out, with the reason.
Will the data we migrate count toward Jira Service Management's plan limits or storage charges?
It depends on your Jira Service Management plan. Migrated records arrive as regular records in Jira Service Management, so whether they count toward its record or storage limits is set by Jira Service Management's pricing, and its own team or your implementation partner can confirm how your plan treats them. If limits are a concern, you can reduce what moves, for example by migrating only the last one or two years of history.
Do you migrate changes, problems and tasks to Jira Service Management as well as tickets?
Yes, where your current platform and Jira Service Management support them. Changes, problems and tasks can be migrated along with their notes, attachments and approvals, not just your tickets.
Can you migrate our CMDB and asset records to Jira Service Management along with our tickets?
Yes. Asset and CMDB records can be part of the same migration as your tickets, along with your knowledge base articles, wherever the APIs of both platforms support them. We confirm in the migration checklist which asset types come across and where each one maps in Jira Service Management, and you check them in the sample migration before the full run.
Superhuman Docs (Coda)
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