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Remove duplicate customer organizations when copying product data

The capability to copy Jira Service Management data from one instance of your Jira Cloud to another is only available to customers who’ve signed up for our Early Access Program (EAP).

Instances of Jira Service Management can contain multiple customer organizations that are used by Jira Service Management projects. When copying data, only customer organizations that are related to the selected Jira Service Management projects from the source are moved to the destination. Learn more about coping customers and customer organizations

It’s possible that customer organizations with the same names exist on both source and destination instances of Jira Service Management in which the customers within the organizations are different. In addition, customer organizations with the same names can have access to different Jira Service Management projects. Both are considered the same groups of customers during import which causes an error.

Check if there are duplicate customer organizations

Before copying, we check your data for duplicate customer organizations. You need to fix them to continue with the migration.

Possible customer organizations with the same name exist in two instances of Jira Service Management

Customer organization name

Customers in this organization (source)

Has access to projects (source)

Customers in this organization (destination)

Has access to projects (destination)

Acme Inc.

jsmith@acme.com

dmurphy@acme.com

Project A

Project B

dmurphy@acme.com

jwilson@acme.com

Project A

Project B

Project C

Remove duplicate customer organization

Before you can copy, fix this error by removing duplicate customer organizations from the source.

  1. Go to the Validate data screen, and find Some customer organizations already exist on the destination.

  2. Select Download CSV for the list of affected customer organizations and projects and do one of the following to fix:

Option 1:

Recommended

Rename the affected customer organizations manually before copying. When you choose this option, for example, rename Acme Inc. to Acme Inc.UK, your destination will contain the following data:

  • Projects A, B, and C

  • Customer organizations Acme Inc.UK and Acme. Inc

  • Acme Inc.UK has access to projects A and B

  • Acme Inc. has access to project A, B and C

To change the name of a customer organization as project admins:

  1. Navigate to the Jira Service Management project on your source.

  2. From the project’s sidebar, select Customers.

  3. Select the affected customer organization by its name.

  4. Select Edit organization, and change the name.

To change the name of a customer organization as product admins:

  1. Go to Settings > Products.

  2. Under Jira Service Management, select Organizations.

  3. Select the affected customer organization by its name.

  4. Go to (more option) and select Edit name.

Once you’ve renamed the affected customer organizations on your source, go back to your migration dashboard and rerun checks. You should have no duplicate customer organizations on the Check for Conflicts screen.

Option 2:

Merge the customer organizations from the source to the organization with the same name on the destination. For example, when you merge customer organization Acme Inc., your destination will contain the following data after the migration:

  • Projects A, B, and C,

  • Customer organization Acme Inc.

  • Acme Inc. has access to projects A, B, and C

  • jsmith@acme.com has been added to Acme Inc. and inherited permission to access project C.

When you choose this option, some customers may get undesired permissions because they’ll inherit the permissions of the customer organizations they’re added to. We recommend that you review your customer organizations' permission after the migration. Learn more about viewing customers by organization

To merge customer organizations with the same names on your source and your destination:

  1. On the Check for Conflicts screen, find Some customer organizations already exist on destination.

  2. Select Continue to merge.

  3. Select Continue on the consent dialog.

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