Incomplete migration after failing customers migration

[Leonardo Bragagnolo]

I can't complete the migration of my Jira Cloud software project due to a fail in the migration of these "customers" users. I can't find where these customers come from, as no-one set them before in the organisation...I looked everywhere, but still can't find them. I don't even need to migrate them, I only need to migrate the project, but this is preventing me to successfully doing it. I've also looked if anyone had the same problem before but found nothing. All the other migrations I've perfomed went well but this one is stuck.

[Serge Neuman]

Same issue. I do not see any customer. And I want to delete the Jira Service Management but do not find how to do that. The only thing I see in the administration are :
   Jira Administration 
   Jira Software

And in Billing, I only have 
   Jira Software

Any idea? 

Thanks

[Billy Turner]

@Serge Neuman I believe that there is a bug in the Beta project migration. Even though I did not have the Service Management enabled on my originating Jira instance, the migration tool was still trying to bring what I believe to be "default" customers in Service Management into the destination Jira instance. Once I added Service Management to the destination instance, the customer migration completed with the 2 customers listed. I can now see those customers in the destination Jira instance. You cannot find the "customers" in your current Jira instance because they do not exist. You can see my note below on how to add it.

[Billy Turner]

@Leonardo Bragagnolo I did finally figure out that the "customer" failures were occurring due to my destination site not having Jira Service Management installed on it. Once I added that, the migration did complete. I am still having some issues with the migrated data but that appears to be the answer at least for this step.

[Billy Turner]

I have hit the same issue @Leonardo Bragagnolo noted above. I am attempting to use the beta tool to migrate individual projects from one Jira instance to another. I have matched all applications and attempted several times to migrate the projects. Every attempt shows that users migrate fine except for an error on 2 customers. I have attempted to remove all Jira Service Management users access but still get the same error. I see no way to identify who these 2 customers are and I get no errors in the migration, it just stops when the customer errors come up.

[Miguel Nanquil]

Customers came from Jira Service Management, I believe. So, please verify if you have that product installed on your site. If you're not using it, delete/unsubscribe from it.

[Billy Turner]

I have searched everywhere and cannot find where these "customers" are listed. Any thoughts on how to identify them?

[Leonardo Bragagnolo]

I can't find Jira Service Management in my products, where should I look for it?

[Billy Turner]

You will need to go to the Admin page at https://admin.atlassian.com/, then select "Products" on the top line. You then select Add Product on the upper right hand side. If you manage more than one site, you will have to select the site in question, then you will be able to select Jira Service Management to add.

[Leonardo Bragagnolo]

I've added it with the intention to remove the customers but I wasn't unable to do it and it charged automatically 100USD! Is it possible to get a refund now? We don't need it...

[Billy Turner]

You will have to open a ticket with Atlassian, but Jira Service Management is free with only 2 customers on the site I am working to migrate to. I also found that we do not have Service Management running on the current site, but I had to add this to the destination site to get the Beta migration tool past this customer error. You can review your billing on the Admin page and billing tab to be certain what you are being billed for. You can also see the "customers" on the Service Management by selecting "Manage Product Access" on the Jira Service Management line.

[Sanjen Bariki]

Hi @Leonardo Bragagnolo ,

Welcome to Atlassian community!

Please confirm the below, Is my understanding clear..?

You want to migrate only project in cloud to cloud instead of users ..?

:-  IN the Cloud to Cloud there is no any option to Migrate only Project without users.

If you need to Migrate only project, Its possible via CSV impost methods but you will lose the attachments.

Please accept the answer If it helps you!

Regards,

Sanjen Bariki

[Billy Turner]

@Sanjen Bariki I am not sure about @Leonardo Bragagnolo , but I am selecting to migrate users and projects. The process of doing the migration does not really allow you to migrate projects without migrating users as best as I can tell.

[Leonardo Bragagnolo]

Yes, what I was trying to do is migrate a cloud jira project into another cloud site. I'm admin in both of them and I've already successfully migrated other several projects between the two cloud instances. This only project is giving me an error during the migration due to these customers that I cannot find anywhere. To be honest, the UX of this is quite weird and not intuitive. I've lost more than half a day trying to understand how to work this out and still didn't find a solution.

I'll try a different migration, like CSV as you suggested, but this is just a last resort, if there's a more feasible solution to the "customer users problem" I would like to use that one.