Summary:
Currently, knowledge base articles linked to Jira Service Management (JSM) projects are not migrated when using the Jira Cloud Migration Assistant (JCMA). This feature request proposes the enhancement of JCMA to support the migration of these linked knowledge base articles, ensuring a seamless transition for service projects from Server/Data Center to Cloud.

Problem Statement:
When migrating JSM projects to Cloud using JCMA, knowledge base articles that are linked to service projects are not included in the migration. This results in loss of critical documentation, impacts agent productivity, and disrupts the customer support experience post-migration. Manual recreation or relinking of articles is time-consuming and error-prone.

Proposed Solution:
Enhance JCMA to:

• Identify and migrate Confluence knowledge base articles that are linked to JSM service projects.

• Preserve the association between JSM projects and their respective knowledge base spaces/articles during migration.

• Maintain article permissions and visibility settings as configured in the source instance.

Benefits:

• Ensures continuity of support operations after migration.

• Reduces manual effort and risk of errors.

• Improves customer and agent experience by retaining access to existing knowledge resources.

Use Case Example:
A company migrating its JSM projects to Cloud relies heavily on linked knowledge base articles for agent responses and customer self-service. Without automated migration of these articles and their links, agents lose access to essential documentation, and customers cannot find solutions in the portal, leading to increased support requests and decreased satisfaction.

References:

• [What gets migrated with the Jira Cloud Migration Assistant | Atlassian Support|https://support.atlassian.com/migration/docs/what-gets-migrated-with-the-jira-cloud-migration-assistant/]

• https://support.atlassian.com/jira-service-management-cloud/docs/add-a-knowledge-base-to-a-service-project/