Unable to import customer profiles using CSV
Asked by Bharat Kumar Bondalapati:

Dear Atlassian Community,

I hope this message finds you well.

I am writing to seek assistance with an issue I have encountered while attempting to import customer profiles into Jira using a CSV file. Despite following the instructions provided in the documentation, I am unable to complete the import successfully.

Documentation Link: <https://support.atlassian.com/jira-service-management-cloud/docs/import-customer-and-organization-details/#Set-up-your-CSV-file>

Error 1: If I save the excel as CSV, it detects the file but does not import it.  
Error 2: If I save the excel as CSV with UTF-8 encoding, it says Email is required as a column header which I did but in vain.

Any assistance here would be greatly appreciated!

Many Thanks!

![Screenshot 2024-07-02 000327.png](/t5/image/serverpage/image-id/332840i4DB63CE71124AD8C/image-size/large?v=v2&px=999 "Screenshot 2024-07-02 000327.png")


Answers:
author: Bharat Kumar Bondalapati
body: Hello everyone,

I was able to get this working. I downloaded a sample excel(CSV) from the instructions and edit the same and upload. This worked rather than creating an individual file and renaming it according to standards


author: Joseph Chung Yin
body: [@Bharat Kumar Bondalapati](/t5/user/viewprofilepage/user-id/5533481) -

Welcome to the community. Can you share a sample portion of your CSV file - (especially the header row of the file)?

In Excel, you should also save the file to use the "CSV (comma delimited)" type explicitly.

Please advise, so we can assist you further.

Best, Joseph Chung Yin

comments: author: Bharat Kumar Bondalapati
body: Thank you for responding [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

Here is the sample image, I'm trying to import sample data so that if it's successful then I will proceed further with my import.![Screenshot 2024-07-02 011646.png](https://community.atlassian.com/t5/image/serverpage/image-id/332856i1178F64FBF7253AA/image-size/large?v=v2&px=999 "Screenshot 2024-07-02 011646.png")


author: Jim Knepley - ReleaseTEAM
body: Does the file conform to the size restraints (1MB, \< 1,000 rows)?

Without sharing any real data, can you show us what the first three or four rows of the file look like, including the header row? It's possible that the Excel "dialect" of .csv being produced isn't friendly to being imported to Jira.

I'm curious about the UTF-8 encoded version with the Email header.

comments: author: Bharat Kumar Bondalapati
body: [@Jim Knepley - ReleaseTEAM](/t5/user/viewprofilepage/user-id/5333848) Yes, it does meet 1MB and \< 1000 rows. I am trying to import sample data with Email as a header in the column and 1 other column as attached.

![Screenshot 2024-07-02 011646.png](https://community.atlassian.com/t5/image/serverpage/image-id/332853iDCCFBABB14C3FC4C/image-size/large?v=v2&px=999 "Screenshot 2024-07-02 011646.png")


author: Jim Knepley - ReleaseTEAM
body: Instead of screenshotting the spreadsheet, can you show the .csv file contents?

What I mean by "dialect" are the preferences of Excel for how it generates the file. For example, Excel possibly writes the .csv file using the "\\r\\n" line termination which Jira might not like, or it only quotes values when it seems to be necessary, as opposed to all the time.

I've also had trouble from time-to-time with the [byte order mark (BOM)](https://en.wikipedia.org/wiki/Byte_order_mark) of text files tripping up import processes, which isn't always easy to diagnose. I end up using a hex viewer like [ImHex](https://github.com/WerWolv/ImHex) or similar to see the raw contents of a file.


Tags: cloud

jira-service-management

jira-service-management-cloud