StrataCom has provided IT service management consulting and business process analysis for a long list of Fortune 1000 clients since 1997. We recognize the individuality of your business processes and work diligently to maximize your investment. It is our firm belief that no company should have to change their business to fit a software package, ever. Share your vision with us and we’ll speak candidly with you about how StrataCom can make that vision a reality.


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Cherwell to Jira Service Management


Migrating from Cherwell to Jira Service Management involves several steps to ensure a smooth transition of data and processes. Here’s a general outline of the process:

Assessment and Planning:

  • Evaluate your current Cherwell setup, including workflows, customizations, data structures, and integrations.
  • Identify the scope of the migration, including which data needs to be migrated and which processes need to be replicated in Jira Service Management.
  • Determine the timeline and resources required for the migration.

Data Mapping:

  • Identify the data that needs to be migrated from Cherwell to Jira Service Management, such as tickets, assets, users, groups, and configurations.
  • Map the data fields and structures between Cherwell and Jira Service Management to ensure compatibility and accurate migration.

Prepare Jira Service Management Environment:

  • Set up Jira Service Management environment according to your requirements, including configuring projects, workflows, request types, SLAs, queues, and notifications.
  • Install any necessary plugins or extensions to replicate functionalities from Cherwell.

Data Extraction from Cherwell:

  • Export data from Cherwell in a format compatible with Jira Service Management. This may involve using Cherwell’s built-in export tools or third-party migration tools.
  • Ensure data integrity and accuracy during the extraction process.

Data Transformation and Migration:

  • Transform the extracted data into a format that can be imported into Jira Service Management. This may involve mapping fields, reformatting data, or cleaning up data inconsistencies.
  • Utilize Jira’s import tools or third-party migration apps to import the transformed data into Jira Service Management.


  • Conduct thorough testing to validate the migrated data and ensure that all processes and functionalities work as expected in Jira Service Management.
  • Test different scenarios, workflows, permissions, and integrations to identify any issues or discrepancies.

User Training and Adoption:

  • Train users on how to use Jira Service Management effectively, including submitting requests, collaborating on tickets, and accessing knowledge base resources.
  • Provide resources and support to help users adapt to the new system and processes.

Go-Live and Post-Migration Support:

  • Plan the migration cutover carefully, ensuring minimal disruption to ongoing operations.
  • Monitor the system closely after the migration to address any issues or concerns that arise.
  • Provide ongoing support to users and address any additional training needs.

Documentation and Maintenance:

  • Document the migration process, including any custom configurations or workflows implemented in Jira Service Management.
  • Establish maintenance procedures to keep the system up-to-date and optimize performance over time.

Post-Migration Review:

  • Conduct a post-migration review to evaluate the success of the migration, gather feedback from users, and identify any areas for improvement.
  • Use insights from the review to refine processes and optimize the use of Jira Service Management.

Remember that the specifics of your migration may vary depending on your organization’s unique requirements and the complexity of your Cherwell setup. It’s essential to involve key stakeholders throughout the process and communicate effectively to ensure a successful transition. Additionally, consider seeking assistance from experienced consultants or migration specialists if needed.

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    Change doesn’t need to be hard: leverage StrataCom’s migration toolkit for a graceful transition from Cherwell to Jira Service Management

    Facing little new development and an outdated user interface, Cherwell customers are realizing now is an ideal time to plan a new path ahead. StrataCom is excited about Jira Service Management as a replacement alternative. Ranked as a Leader by ITSM industry analysts, JSM offers a robust, modern alternative with a user-friendly interface that connects Dev, IT Ops, and business teams to quickly respond to change and deliver exceptional service experiences. 

    StrataCom’s data migration tool allows customers interesting in moving from Cherwell to Jira Service Management to migrate their historical Cherwell data for a quick and smooth conversion. 

    • Built-in out of box mappings from Cherwell core modules to JSM core modules 
    • An Easy-to-use mapping tool to map custom Cherwell fields to JSM fields 
    • Configurable to map any Cherwell object to any JSM Object
    • Uses native REST API calls to grab data from Cherwell and move it to JSM
    Learn more in this hour-long deep dive webinar:

    StrataCom's Cherwell to JSM Migration Toolkit Video:

    In our recent webinar, StrataCom hosts a deep dive on our Cherwell to Jira Service Management migration process and our powerful Migration Toolkit.

    Joining our host, Laura Walker, are Eric Krueger and Rod Schmitt, who bring a wealth of knowledge and experience in IT service management and the migration process. Rod Schmitt from Atlassian shares his expertise, highlighting the key advantages and functionalities of JSM. With Jira Service Management being the fastest growing ITSM platform in the market, known for its modern UI and seamless integration with Jira and Confluence, Rod explains why more and more organizations are making the switch from competing platforms like ServiceNow and Cherwell.

    Eric dives into the nitty-gritty details of data migration from Cherwell to JSM. He discusses the innovative data migration utility developed by StrataCom, which allows for smooth and efficient transfer of customer data. From manipulating data to creating data maps, querying and updating systems, and even handling attachments, Eric walks the audience through the various scenarios and considerations involved in a successful migration.

    In addition, Eric touches on the challenges in migrating knowledge-based articles and workflows, the limitations of Cherwell’s API, and the advantages of Jira’s extensive capabilities.

    Contact us to chat about this and other amazing Jira Service Management features!

    Key Topics and Bullets from our Migration Webinar:

    Introduction and Background

    • Introduction to the webinar and guest speakers
    • Overview of Atlassian and its product offerings (Jira, Jira Service Management, and Confluence)
    • Quick overview of  StrataCom as a preferred partner for JSM implementations

    Overview of Jira Service Management (JSM)

    • JSM’s features and benefits include its modern UI and integration with Jira and Confluence
    •  JSM’s offers lower total cost of ownership (TCO) than competitors
    •  JSM’s low-code solution and integration capabilities are a big as advantages over the other comparable solutions
    • Atlassian is recognized as a market leader by Gartner

    Data Migration Utility for Cherwell to Jira Migration

    • Overview of the data migration utility developed by StrataCom
    • Explanation of how the utility transfers data from Cherwell to JSM using a mapping engine and mapping files
    • Utility’s ability to manipulate data, remove line breaks, create data maps, and migrate related records
    • Demonstrated flexibility in treating special fields and handling different migration scenarios
    • Highlight of the utility’s support for rich text fields, attachments, and complex lookups

    Migration of Knowledge Base Articles

    • Discussion on storing and transferring KB articles between incidents and creating new knowledge-based articles
    • Emphasis on relationships in Cherwell and JSM to streamline the process
    • Mention of storing knowledge base as a field or a relationship in JSM

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