This workflow is meant to provide guidance on when GitLab Team members might offer to import projects on behalf of customers or prospects as a courtesy, and the process for doing the imports.
Due to the shifting nature of what issues might be relevant, the specifics of this workflow may frequently change.
The Support Team can offer to import a few projects as a best effort courtesy, but anything complex with a hundreds of users or projects is out of scope. These users should be referred to Professional Services.
The requestor should be an existing customer or a prospect.
The import was attempted and failed one or more times.
The import method is a GitLab project export file.
Before offering to do the import, verify the following:
User is a group owner.
User has rights to create new projects in the space.
If not verified, let the user know we might be able to offer an import, but a group owner needs to contact us or they need to adjust their settings (depending on which of the above is not verified).
Offer for the GitLab team to do an import on their behalf as a courtesy.
Ask the user to confirm:
the group where the project should be imported,
that all users have accounts on GitLab.com with matching email address or username,
provide a "default" user for items that cannot be mapped to existing users,
no project currently exists in the namespace with the project's name, and
to provide a copy of their project's export.
When receiving the project export: download, and ensure it unpacks. If not, ask the user for another copy.
Assuming success, respond to the user that we have the export and will send an update when the import is complete.
Upload the file and pass on a temporary secure link in a confidential issue (see below for details). Recommended sites:
send.firefox.com (up to 1GB)
wetransfer.com (up to 2 GB)
Delete any local copies of the export once it's passed on.