Cloud migration problems

[Philip Laskowski]

Hello,

We were hoping to fully migrate to Jira Cloud but I'm seriously starting to have second thoughts because clearly the support that we are paying just isn't there.

I've had a support ticket open for weeks but because the ticket was created by Atlassian support themselves to split a question off from another ticket, the original time zone was set to Asia but I am based in the UK.

On Monday I requested if the ticket can be moved to someone who deals with my time zone as I am to tired having to constantly respond to support tickets during my night time.

I've had the Queue Manager message me saying he will try and find someone, then on Tuesday I had a support engineer finally respond only to say that he will move the ticket from the Jira Cloud team to the Jira Server team.

It's Thursday now and still no response!

I've explained numerous times that this is an urgent problem as I was hoping to start the final and live migration next week but it seems Atlassian support is once again non existent.

I've escalated the ticket too but without any answer.

At the moment I've advised our management team to hold fire on signing the order form because I feel the issue with Atlassian support are just not going away.

I'm hoping someone here can help please.

As part of various trial migrations, I found an issue with several hundreds of our tickets.

It seems these tickets were created as Issue Type "Task", but the original person who created our Jira Service Desk must have either removed the Request Type or never set it up.

The migration support person said that I need to fix this issue before doing another migration, but this is where I am stuck.

The error that shows up within these tickets are:

"There are no issue types with compatible field configuration and/or workflow associations.

The issue type can only be changed by moving this issue."

I've tried to create a new Request Type for the Issue Type Task but that hasn't helped either.

Does anyone have any tips please or can kick Atlassian support to finally get their act together?

Thanks

[Nic Brough -Adaptavist-]

The error message you are getting here is self-explanatory.

The issue types in your project are configured differently, so if you want to change an issue to another type, you need to go through the validity checks and migrate it, correcting any missing required data and accepting data loss from fields.  Bascially, click "move issue" and work through the questions Jira asks you.

This is not something Atlassian support will do much about, other than refer you to the documentation or back to here.

[Philip Laskowski]

I've got close to 30k tickets that were raised as "Task" in that one project.

I've tried to create a new request type for the issue type "Task" but that hasn't worked either.

All the tickets and new ones still show that same error message.

Atlassian cloud support are the ones who told me that I need to fix this before migration but it seems the other support team are not being very helpful here.

How do I mass update these tickets to fix the issue?

[Nic Brough -Adaptavist-]

The best option is probably to set up the new issue type in the target Cloud system, making sure it has all the same fields and status in their workflows as the existing issues in the old system.

A second option would be to move all your issues to the desired issue type in your existing system.  This could be a bit of a slog, as you can only select 1,000 at a time, and you're going to be asked questions about what data you want to change or lose.

The third option would be to reconfigure your desired issue type to match the existing one - if you tell it to use the same fields (via context and field configuration) and workflows (via workflow scheme), then you'll be able to edit or import the issues.