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  1. Jira Platform Cloud
  2. JRACLOUD-81945

Comments imported via CSV become internal if author is a customer

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      Issue Summary

      Comments imported to existing issues via CSV are added as internal if the author is a customer and public if the author is an agent.

      Steps to Reproduce

      1. Create an issue in a service project
      2. Create a CSV file with comments (including 'Issue key', 'Summary', and 'Comment' columns)
      3. Go to Settings > System > External System Import and import the file
      4. Map the CSV columns with the 'Issue key', 'Summary', and 'Comment body' fields, respectively, and finish the import

       Note the warning message that is displayed in the last step of the import process:

      "All internal comments will become public - All the comments from your import file will become public after the CSV import"

      Expected Results

      All comments are converted to public.

      Actual Results

      Only the comments that the author is an agent become public. If the comment author is a customer account (or Aa without a license), the comment will become internal.

      Workaround

      None at the moment.

            [JRACLOUD-81945] Comments imported via CSV become internal if author is a customer

            Prashanth M added a comment -

            Hello!

            We’re looking to improve the import experience in Jira and are keen to understand how our community is using the Jira Import Module (JIM). If you’ve used JIM to migrate/move data into Jira recently, we’d love to hear about your experience. Please take a few minutes to fill out this survey. Your feedback will help us learn how we can improve your experience in importing data.

            Survey link - https://forms.gle/NYNkmS92r96z42QV9

            Thanks!

            Prashanth M
            Product Manager, Jira Platform

            Prashanth M added a comment - Hello! We’re looking to improve the import experience in Jira and are keen to understand how our community is using the Jira Import Module (JIM). If you’ve used JIM to migrate/move data into Jira recently, we’d love to hear about your experience. Please take a few minutes to  fill out this survey . Your feedback will help us learn how we can improve your experience in importing data. Survey link -  https://forms.gle/NYNkmS92r96z42QV9 Thanks! Prashanth M Product Manager, Jira Platform

            Slack Intelligence added a comment -

            I would like to add that this bug also affects importing tickets via json

            Slack Intelligence added a comment - I would like to add that this bug also affects importing tickets via json

            Prakash Lal added a comment -

            Cannot agree more with Guillaume comments:

            This is preventing us to migrate to Jira. We import comments from customers and then when moving to Jira they are not able to see the comments. how this can be seen as low or severity minor? This is extremely critical to us. We have more than 15000 tickets to import and several hundreds still open and cannot afford changing each comment status manually.

             

            Regards

            Prakash Lal added a comment - Cannot agree more with Guillaume comments: This is preventing us to migrate to Jira. We import comments from customers and then when moving to Jira they are not able to see the comments. how this can be seen as low or severity minor? This is extremely critical to us. We have more than 15000 tickets to import and several hundreds still open and cannot afford changing each comment status manually.   Regards

            Guillaume Gaudonville added a comment -

            Hello,

             

            This is preventing us to migrate to Jira. We import comments from customers and then when moving to Jira they are not able to see the comments. how this can be seen as low or severity minor? This is extremely critical to us. We have more than 15000 tickets to import and several hundreds still open and cannot afford changing each comment status manually.

             

            Thanks

            Guillaume Gaudonville added a comment - Hello,   This is preventing us to migrate to Jira. We import comments from customers and then when moving to Jira they are not able to see the comments. how this can be seen as low or severity minor? This is extremely critical to us. We have more than 15000 tickets to import and several hundreds still open and cannot afford changing each comment status manually.   Thanks

            Jack Brickey added a comment -

            Aline, I liked Ashutosh’s priority better. Maybe we could meet in the middle - Medium?

            Jack Brickey added a comment - Aline, I liked Ashutosh’s priority better. Maybe we could meet in the middle - Medium?

            Jack Brickey added a comment -

            importing by CSV is becoming more and more challenging. Why would this be considered Low? If I cannot import issues successfully it would seem to say the feature (CSV import) is unusable at least from the perspective of migrating from another application, e.g. Freshdesk which is the UC that exposed this issue.

            Jack Brickey added a comment - importing by CSV is becoming more and more challenging. Why would this be considered Low? If I cannot import issues successfully it would seem to say the feature (CSV import) is unusable at least from the perspective of migrating from another application, e.g. Freshdesk which is the UC that exposed this issue.

              440f0c02d870 Harshit Trehan
              vromero Victor Romero
              Affected customers:
              21 This affects my team
              Watchers:
              40 Start watching this issue

                Created:
                Updated:
                Resolved: