Chat Server to Cloud Migration

Owned by Derya Özdemir
Last updated: May 09, 2024
2 min read

This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.

Here is what you need to know about migrating your Jira Server instance with Chat for Jira Service Management to Jira Cloud.

What is Migrated

At this time, the set of Chat app data migrated from Server to Cloud includes:

  • Applicable global settings

  • Chat for JSM settings for all the migrated Jira projects

  • Agents online/offline schedule

  • Translations

  • Chat conversations from signed-in and anonymous users

  • Chat conversations' metadata (including custom metadata)

Global Chat settings, translations, agent schedules, and Chat project settings are overwritten during each migration. In other words, changes in Chat configuration made on the Cloud instance are overwritten by the configuration from Server every time a migration runs.

Running Migration

  1. Ensure that you have the latest version of Chat for Jira Service Management Server.

  2. Ensure that you have Chat for Jira Service Management installed on your Cloud instance.

  3. Run a migration of your Jira Service Management projects with the Chat add-on selected for migration.

  4. To walk around this issue with the Jira migration tool, uninstall Chat for Jira Service Management on the Cloud instance and re-install it.

  5. Run another migration. This time select no projects, but add to the scope only Chat for Jira Service Management.

  6. Verify that the data is migrated:

    1. Go to the Global Chat Settings page and verify that the settings supported in Cloud are migrated.

    2. Go to the Translate and Customize page, and verify that translations have been properly migrated.

    3. Go to Project Settings > Chat for JSM page for each of the migrated projects, set Issue Type for Chat, and verify settings there.

    4. On the Chat for JSM page, disable and enable Chat of the migrated projects in order to see Chat Dashboard in them.

    5. Ask each Jira Service Management agent to verify if their Chat schedule has been migrated.

    6. Go to the Chat Dashboard page for each of the migrated projects and validate if the conversations have been migrated.

During the migration, Chat changes the reporter of conversations that were created by anonymous users. This means these issues will have a different last update time compared to the same issues on Jira Server.

You can use the following JQL to show migrated conversations sorted by the update time from Jira Server:

issue.property[com.spartez.supportchat.chat.metadata].migrated IS NOT EMPTY ORDER BY issue.property[com.spartez.supportchat.chat.metadata].lastUpdatedBeforeMigration DESC

Feature Differences Between Cloud and Server

Check out this page for feature differences between Cloud and Server. We are aiming to provide feature parity between Server and Cloud versions of Chat for the most wanted features. New features are continually added to the Cloud version; watch the What's New announcement banners for details.

Configuration Differences

After migrating from Server to Cloud, you will have to update your Chat settings inside your service project. If you are using Chat Widget on an external website, you should update your Chat Widget JavaScript code on your external website according to the provided code in Chat for JSM settings.