--- title: "Jira Service Management (JSM)" canonical: "https://support.appfire.com/space/CMJ/198213910/Jira%20Service%20Management%20(JSM)" format: markdown --- > Macro (aura-html) ## Overview By 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](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/197956922) 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](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/197825360)) - Merge a single or multiple SD projects' configuration into existing projects (most often used in [Test-Staging-Production](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/198279492) scenarios) - Move one or more SD projects along with their issue data ([Move Projects](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/198279348/Move+Projects+with+Issue+Data)) - Move an SD project's issues into an existing project ([Move Issues](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/198279348/Move+Projects+with+Issue+Data)) - Refresh a testing instance from a System configuration snapshot ([System Snapshot](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/198116921)) ## Jira Service Management snapshot A Jira Service Management snapshot includes the standard [project configuration](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/198246502), 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](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/198247183)**** 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](https://appfire.atlassian.net/wiki/pages/createpage.action?spaceKey=AppIn&title=Integrations%20for%20server-to-server%20migrations) (custom fields, scripts, post-functions, etc.). Configuration Manager's 3rd party app coverage will be extended in the near future. ## Flow 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](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/198213680/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](https://appfire.atlassian.net/servicedesk/customer/portals). ## 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](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/198247183) on Instance A, then [deploys it in Merge mode](https://appfire.atlassian.net/wiki/spaces/CMJ/pages/197857553) 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. ![JSM-Project.png](media://226cca91-c6a5-456a-ac33-7019bd5da2a0) ### **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. ![JSM-Deployment.png](media://ffdb431f-5d92-4ffa-9713-bd31c7692ee4) ### **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. ![JSM-Merge.png](media://f89de0a3-67ce-49fa-89a2-ca49ab3b530c) On the Analyze phase of the deployment wizard, you can see that issue data will be imported. ![Screenshot 2024-04-04 at 15.30.17.png](media://8185076d-5461-4b5e-90a7-b34b59a0dd46) ### **Review deployment results** Deploy the snapshot and review the results. ![Screenshot 2024-04-04 at 15.37.38.png](media://0c254877-586e-4ee8-8777-497dc29c4266) Check the results of creation/deployment operations in the Configuration Manager's Audit log. ![JSM-Audit.png](media://0696fcc4-164a-4893-8835-5a04ee56f820) Review the details of the deployment operation by using the "**Details**" link for the result message in **Audit Log**. ![Screenshot 2024-04-04 at 15.45.22.png](media://4da570ed-7c91-4a85-a386-d4fb303d1969)