What happens when consolidating instances?

[AJ Palmer]

Hello Atlassian Community,

I am in the process of consolidating multiple instances of Jira into an organization. Some of these instances are using different products from the Atlassian Suite such as Jira and also Jira Service Desk. When I add the site/instance which has Jira Service Desk to the main site/instance which does not have Service Desk, what happens? I should note as well that the Instance with Service Desk is also hosted through a vendor if that matters.

Does the organization inherit service desk?

Does the instance with Service Desk lose the ability to use service desk?

etc

I am not sure I have phrased this properly, but I believe my point is clear. I'd love to clarify the best I can if I am not being clear. 

Thanks,

[Earl McCutcheon · Accepted solution]

Hi there,

I have an addendum to add to Jacks comment as well, While you can do a project migration Service Desk to another installation and the issues will come across, there is currently an issue where the service desk specific AO database tables  containing the Service desk configuration and SLA history items as well as Service Desk custom field configurations will be stripped during the migration, so post migration it requires a lot of manual reconfiguring the projects and SLA history is fully removed.  we have the following feature request tracking the progress on implementing a migratable Service Desk project preserving this data make sure to watch and add a vote:

• https://jira.atlassian.com/browse/JSDSERVER-2741

So currently the best method is to migrate Jira software project data to a Jira Service Desk Instance when merging two instances as the software project data will all cross over, alternatively it is recommended to do a CSV or JSON migration as covered in This KB or checking out the Project Configurator for Jira add-on app as covered in this Blog post from the add-on vendor: "Jira Service Desk data migration made easy with Project Configurator for Jira" to automate the project reconfiguration requirements.

Regards,
Earl

[Jack Brickey]

When you combine the instances ultimately you will have a superset of all products and addons. Of course that is assuming what you will want. Now, no users from the instance without JSD will have access to JSDby default unless you configure such. For example if you want them to be agents in an existing JSD project then you need to add them as agents. similarly for customers. Bottom line, if done properly then the users want notice a difference except as desired/configured.  

[AJ Palmer]

Thank you!