Data Migration from Jira Service Management

This guide will help you migrate your data from Jira Service Management to Pylon. Talk to your AE about a data migration to make sure that we cover what you are looking for.

This migration will bring over the tickets in a closed state, meaning neither you or the customer can reply on these tickets from Pylon.

For the overall process, see 📄 Migrating your Data to Pylon

What we'll need from you

To get started with your migration, we’ll need the following:

• Admin access to your Jira instance (Cloud or Server) / API token

• Jira base URL and project names to migrate

• Your users should already be invited to Pylon

• An idea on what you want to bring over, we recommend only bringing over custom fields that you are going to use going forward.

  • Any special instructions around filtering, projects, or fields to include

Supported Fields

Caveats

• Due to limitations in Jira's API, we can't migrate attachments in-line. There will be a placeholder so you know where the attachment was, and then it will be attached to the end of the message.

• Workflows and automations cannot be migrated and must be recreated in Pylon

• Draft or internal-only articles will be published unless filtered out manually

• Rich formatting in tickets or articles may not migrate 1:1

• User roles (agents vs. customers) must be reviewed and reassigned in Pylon

• Tickets with attachments over 20MB may be skipped unless configured otherwise

• Field names with incompatible characters may require renaming before import