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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 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).


Chat global settings, translations, agent schedules and Chat project settings are overwritten with each migration.

In other words, changes in Chat configuration made on 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 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” chat page and verify that translations have been properly migrated.

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

    4. On Chat Settings 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 which 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

We are aiming at providing feature parity between Server and Cloud versions of Chat for 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 at the external website, you should update your Chat Widget JavaScript code at your external website according to the Chat Settings provided code - compare code snippets for Cloud and Server.

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