Migrating Jira Service Management (JSM) to Atlassian Cloud

This guide details the process for migrating Jira Service Management (JSM) from server or Data Center to Atlassian Cloud.

1. Pre-Migration Assessment

  • Review your current JSM setup, including service desks, workflows, automations, and SLAs.
  • Document SLAs, queues, custom fields, and automation rules that need to be migrated.

Important: Review your integrations with other ITSM tools, third-party apps, and internal systems. Ensure that these integrations will continue to function in the cloud environment, or plan for alternatives.

2. Prepare for Migration

  • Backup your JSM instance, including all configuration files and data.

Security Implication: Encrypt backups and handle sensitive customer data in compliance with relevant regulations. Consider anonymizing or masking personal data if necessary.

Important: If your instance includes complex workflows or custom automations, test these thoroughly in the cloud environment to ensure they function as expected.

3. Execute the Migration

  • Use the Jira Cloud Migration Assistant to begin the migration.
  • Follow the tool’s prompts to map users, workflows, and configurations.

Important: Pay close attention to SLA configurations and automation rules. Differences between server and cloud implementations may require adjustments to ensure compliance and functionality.

  • Validate the migration by thoroughly testing all service desks, workflows, and integrations. Involve key stakeholders in the validation process to ensure all critical functions are operational.

4. Post-Migration Tasks

  • Data Validation: Ensure that all customer requests, queues, SLAs, and workflows have migrated correctly. Address any discrepancies immediately.
  • Reconfigure Integrations: Update any integrations with external systems or third-party tools to point to the new JSM Cloud instance.
  • User Training: Provide training for agents and administrators to help them adapt to the cloud interface and new features.

Security Implication: Review and update access controls, including user roles and permissions. Ensure that only authorized personnel have access to sensitive data and system configurations.

5. Resources