Jira Service Management

On this page:


Since version 6.0.0, Configuration Manager for Jira now supports moving configuration and data of Service Management projects.

The minimum supported version for Jira Service Management is 3.7.0, compatible with Jira Core 7.4.4. Configuration Manager 6.0.0 supports all other configuration objects and data from Jira Core/Jira Software 7.0.0.

In moving Service Management projects, Configuration Manager stays true to its core principles:

  • Apply only the necessary changes transparently.

  • Allow previewing of all changes.

  • Audit log each change.

  • Protect the target instance. Rollback if necessary. Deploy either everything or nothing.

Use Cases

The process of moving Jira Service Management projects uses Configuration Manager's flow for handling Jira Core and Jira Software projects.

Some of the most common use cases of moving Service Management projects are:

  • Deploy a single or multiple SD projects' configuration into a new project(s) (Project Templating)

  • Merge a single or multiple SD projects' configuration into existing projects (most often used in Test-Staging-Production scenarios)

  • Move one or more SD projects along with their issue data (Move Projects)

  • Move an SD project's issues into an existing project (Move Issues)

  • Refresh a testing instance from a System configuration snapshot (System Snapshot)

Jira Service Management snapshot

A Jira Service Management snapshot includes the standard project configuration, Jira Service Management-specific configuration, and (optionally) issue data.

Jira Service Management configuration includes:

  • Portal settings

  • Feedback settings

  • Participant management

  • SD access configuration

  • Email channel

  • Queues

  • Calendars, holidays, working times

  • Goals

  • Time metrics (SLAs)

  • Request types, fields, statuses, and groups

  • Reports and series

  • Customer notification settings

  • Outgoing email settings

  • Languages

  • Default notification rules

  • Knowledgebase

  • Automation rules and all related configuration

Issue data extends to:

  • Issues and everything related (attributes, comments, labels, watchers, voters, worklog, custom field values, links, attachments, history, ranking)

  • Organizations and customers

Currently not included:

  • Configuration contributed by unsupported 3rd party apps (custom fields, scripts, post-functions, etc.). Configuration Manager's 3rd party app coverage will be extended in the near future.


Configuration Manager captures and moves configurations of Jira Service Management projects in a similar way to the other Jira projects, which is documented in the User's Guide

If you are new to Configuration Manager or need assistance for your specific use case, please contact us by creating an issue in our Service Management portal.

Sample Scenario

A sample scenario of moving a Service Management project with issues from source to target Jira instance:

  • Instance A (Staging) contains a Jira Service Management project with some Jira issues.

  • Instance B (Testing) has an outdated version of the project.

  • The Jira administrator wants to merge the project's configuration from Instance A into Instance B and move the Jira issues.

To achieve this, the administrator creates a Project snapshot with issues on Instance A, then deploys it in Merge mode into the corresponding project on Instance B.

Create a snapshot of the Service Management project on Instance A

In the Create wizard, select the "Project with Issues" mode and select a Service Management project.


Deploy the snapshot on Instance B

Deploy the snapshot file created on instance A. In the Deployment wizard, select 'Merge mode' and choose the appropriate project.


Analyze Configuration Changes

Review all configuration changes that are going to be applied during deployment. In the screenshot below, changes to request types, SLAs, and automation rules are listed.

On the Analyze phase of the deployment wizard, you can see that issue data will be imported.

Review Deployment Results

Deploy the snapshot and review the results.

Check the results of creation/deployment operations in the Configuration Manager's Audit log.

Review the details of the deployment operation by using the "Details" link for the result message in Audit Log.