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How Jira Service Management customers are migrated

The Jira Cloud Migration Assistant lets you migrate your unlicensed users (customers who raise requests through the portal, email, or widget) from Jira Service Management Server to Cloud.

Customer migration options

Just like with migrating regular users, you can either migrate customers in advance or as part of data migration:

Options to migrate users separately or together with data, as shown on the home screen.

You can migrate customers in advance, together with users and groups, when you use the Migrate your users in advance card on the assistant’s home screen.

In this option, we migrate:

  • All users and groups

  • (Optional) Group membership

  • (Optional) All Jira Service Management customers

2. When migrating customers as part of data migration

You can migrate your customers as part of data migration when you use the Migrate your data card on the assistant’s home screen.

In this option, you have the following choices on how you migrate customers:



All Jira Service Management customers

This includes all customers who have ever created a request via the customer portal or email channel.

Only customers related to the selected projects

This includes customers who have created a request or are referenced on a request for a certain set of Jira Service Management projects.

No customers

This option is only available if aren’t migrating any service projects.

How customer data is migrated

A new account will be created in your cloud site for each of your customers. If an email address already exists in your cloud site, it won’t be migrated. Instead, we will link all data connected to that customer to their account in cloud.

There could be scenarios where the same user is identified differently in server and cloud.

  • If a user is identified as a “licensed user” (regular user) in server and a similar customer account exists in cloud, then Jira Cloud Migration Assistant will migrate the user as an Atlassian account in cloud. This will result in two accounts in cloud.

  • If a user is identified as an “portal-only“ user in server and similar Atlassian account exists in cloud, after the migration it will be still treated as an Atlassian account.

How agents and project admins are migrated

Agents and project admins are treated as regular users, and are migrated through the User and groups option, with other Jira users.

Reducing downtime by pre-migrating customers

If you migrate your customers before your project data, you will save time on migration day. This is because the migration assistant will not need to re-migrate those customers. This is particularly helpful if you are migrating all of your customers.

Learn how to migrate Jira users and groups in advance

Deleted or inactive customers

Any deleted customers or customers in inactive directories that are referenced in your Jira data will appear as Former customer after migration. Such a user can’t log in and doesn’t exist as a separate entity – it’s a container for former users, for example deleted users.

Email invites

We won’t send any notifications to customers when they are migrated to Cloud.

How to check if all the customers are migrated to cloud

One quick way to check is to match the number of customers in server and cloud post migration. In server, you can access the Migrations dashboard and select View details for the migration you want to view the customer count.

In cloud, you can use the following steps to view the migrated customers.

  1. Log in to admin.atlassian.com.

  2. From your organization, select the site that contains Jira Service Management.

  3. Go to User Management > Jira Service Management.

More information and support

We have a number of channels available to help you with your migration.

Support for Atlassian Server products ends in February, 2024. Learn more about the Server end of support timeline.


Still need help?

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