A global consumer audio tech company needed to move a heavily customized, 1.3-million-issue Jira estate to Atlassian Cloud.

The challenge

How does an enterprise migrate 1.3 million Jira issues and more than 400 workflows to the cloud without disrupting engineering or missing a strict change freeze?

The customer’s engineering and customer support teams relied on Jira every day, so the move to Atlassian Cloud had to avoid disruption to critical work. Years of growth had created a large, highly customized Jira environment.

ServiceRocket identified five complexities that shaped the migration playbook:

• Estate scale: The Jira environment held more than:
  • 1.3 million issues across 450 projects
  • 1,000 custom fields
  • 400 workflows
  • 700 GB of attachments
• Custom scripting: ScriptRunner logic sat inside core workflows and had to be rebuilt or replaced before cutover. It covered:
  • Nearly 200 workflow artifacts
  • More than 150 behaviors, 50 scripted fields and 20 jobs and listeners
• Access modernization: Strengthening access controls ahead of migration was a security and compliance priority, including moving integrations to current authentication standards.
• Lean internal team: The customer’s administration team needed to stay focused on daily support, so it looked to a delivery partner to lead most of the planning, testing and communication.
• Strict change freeze: A hard change freeze ran from mid-November 2025 to early January 2026. The cutover plan had to work around it, not through it.

Solution

ServiceRocket delivered the migration as a fixed-price engagement alongside Atlassian’s FastShift team. ServiceRocket served as the customer’s single accountable partner from assessment through post-launch support, with dedicated technical project management throughout. Atlassian’s six-phase migration framework (Assess, Plan, Prepare, Test, Migrate and Launch) gave ServiceRocket and the FastShift team a shared structure, with the work organized into four workstreams:

• Discovery and app rationalization
  • ScriptRunner discovery: A full audit of the ScriptRunner footprint, with each script marked to rebuild for Cloud or replace with native Jira Cloud automation.
  • App review: A review of every enabled Atlassian Marketplace app to find where native Jira Cloud capabilities could take over.
• Secure integrations
  • Scope: 12 business-critical integrations and 91 active webhooks reviewed ahead of cutover.
  • Least-privilege access: Scoped OAuth 2.0 in place of broad OAuth 1.0 links. Narrowly scoped data warehouse permissions. Current cloud authentication for automation bots and integration flows. Every webhook audited and re-keyed.
  • Security and compliance continuity: Uninterrupted security monitoring, vulnerability management, orchestration and privacy-control tooling to maintain audit readiness.
• Testing and freeze-aware cutover
  • Dry runs: Full staging dry runs to check data integrity and transfer speed before production.
  • User acceptance testing (UAT): Two UAT cycles of two weeks each, with weekly office hours.
  • Cutover: Cutover timed around the customer’s change freeze, with the Data Center instance set to read-only once testing closed.
• Change management and hypercare
  • Tier 3 change management package: 14 branded on-demand videos, 10 custom “Work Smarter” videos, three ask-me-anything sessions and persona-specific training.
  • Train-the-trainer track: Customer champions prepared to support their own teams after go-live.
  • Hypercare: Four weeks of hypercare to stabilize the new environment, plus four post-launch office hours clinics.
  • 180-day Cloud Adoption Blueprint: A roadmap for the months after cutover.

“Migrating more than 1.3 million issues and hundreds of custom workflows felt daunting, but ServiceRocket’s structured testing and constant communication gave us complete confidence throughout the process. Our teams are now operating in Jira Cloud with modern tooling and native automation.” - Lead Jira administrator, global consumer audio tech company

Results

The enterprise-scale migration was completed on schedule, within the contracted budget and with the customer’s full 1.3-million-issue Jira estate intact. The engagement also moved more work onto native Atlassian Cloud capabilities and established a stronger foundation for secure cloud operations.

• More than 1.3 million issues moved to Atlassian Cloud with zero data loss. The move included more than 450 projects and 700 GB of attachments.
• Production cutover completed within the customer’s change freeze window. The engagement stayed within the agreed fixed-price budget.
• The customer shifted to native Atlassian Cloud capabilities, including Jira Cloud automation and dashboards. It now runs seven enabled apps instead of 10.
• Atlassian Guard was established as part of the migration. It gives the customer a foundation for identity federation and single sign-on with its identity provider.
• Around 40 UAT champions, administrators and business users took part in testing and enablement. This built self-sufficiency across customer experience, IT service desk and development teams.

“The transition from Data Center to Cloud was handled with exceptional planning and precision. ServiceRocket provided the technical depth, structured runbooks and hands-on change management needed to move our mission-critical Jira platform smoothly without missing a beat.” - Director of Information Technology, global consumer audio tech company

ServiceRocket’s winning edge

The customer needed a partner to reduce the risk of an enterprise-scale migration while its lean administration team stayed focused on daily support. Years of ScriptRunner logic sat inside core workflows, which made discovery the critical first step.

ServiceRocket prioritized a discovery-first approach to ScriptRunner, full staging dry runs and direct coordination with Atlassian’s FastShift team. This gave the customer confidence that cutover would hold within its strict change freeze window.

“We chose ServiceRocket for two main reasons: your strong experience and relationships within Atlassian’s FastShift program, and the preparedness and confidence demonstrated throughout the vendor selection process.” - Executive sponsor, global consumer audio tech company

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