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  • If importing on the Target instance as a new project, CMJ will search the Target instance for matching organizations. If they exist, they will be added to the new project; otherwise, they will be created first. Customers are handled likewise: if a customer does not exist on the Target instance, they will be created. Note that this does not affect the user tier and licensing in any way.

  • When merging into an existing project, CMJ will override the target organizations and customers for this project(s) with the ones from the snapshot. Again, if an organization does not exist on the Target instance, it will be created. If an organization is added to the source project , but not to the target project, CMJ will just remove the reference from the target project. CMJ does not delete organizations from the system.

Info

Note that Configuration Manager exports Organizationsonly when creating a snapshot of type Project with issues, as Organizations are not quite useful in a project that contains no issues or when exporting one or more Request type restrictions from a JSM project.

Email channels

Email channels in Jira Service Management (JSM) turn the emails from your customers into issues in your service project and directly add them to your queues.

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The following table shows how merging two JSM projects with email channels works in practice. You can use it as a quick reference.

Source project

Request types
Channels

Target project

Request types
Channels

Target project after deployment
Request types
Channels

Merged changes

requestType-1, requestType-2

source-1:  first@example.org , requestType-1

source-2:  second@example.org , requestType-2

No email channels 

requestType-1, requestType-2

No email channels 

  • The request types are deployed on target

  • The email channels from source are NOT deployed since no email channels are found on target.

requestType-1

source-1:  first@example.org , requestType-1

requestType-3, 

target-1: first@example.org, requestType-3

requestType-1

target-1: first@example.org, requestType-1

  • Changed request type of the channel with matching e-mail: first@example.org

  • RequestType-3 is removed

requestType-1, requestType-2

source-1:  first@example.org , requestType-1

requestType-2

target-1:  second@example.org , requestType-2

requestType-1, requestType-2

target-1:  second@example.org , requestType-2

  • RequestType-1 is deployed without email channel. 

  • No changes to the target email channel.

requestType-3, requestType-4

No email channels 

requestType-3, requestType-4

target-1:  third@example.org , requestType-3

target-2:  fourth@example.org , requestType-4

requestType-3, requestType-4

target-1:  third@example.org , requestType-3

target-2:  fourth@example.org , requestType-4

  • No changes.

requestType-4

No email channels 

requestType-3, requestType-4

target-1:  third@example.org , requestType-3

target-2:  fourth@example.org , requestType-4

requestType-4

target-2:  fourth@example.org , requestType-4

  • RequestType-3 is removed

  • Channel target-1: third@example.org  is deleted because it request type was removed.

Deploying and merging projects between older and newer JSM versions

Info

Jira Service Management 4.22 introduced the possibility to configure multiple email channels for the same service project. Older versions support only one email channel per project.

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