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Jira Service Management Component

Interact with the Jira Service Management API to manage service requests, issues, request types, queues, and approvals.

Component key: jira-service-management · Changelog ↓

Description​

Jira Service Management is an IT service management (ITSM) platform from Atlassian for managing service requests, incidents, and changes. This component allows managing service desks, requests, request types, queues, approvals, organizations, and customers within Jira Service Management.

API Documentation​

This component was built using the Jira Service Management Cloud REST API.

Connections​

Basic Authentication​

key: jsmBasic

To authenticate with Jira Service Management using Basic Authentication, an email address and an API token are required.

Prerequisites​

  • A Jira Cloud instance with Jira Service Management enabled
  • An Atlassian account with appropriate permissions

Setup Steps​

  1. Navigate to Atlassian Account API Tokens
  2. Click Create API token
  3. Enter a label for the token and click Create
  4. Copy the generated API token value

For more information on generating API tokens, refer to the Atlassian documentation.

Configure the Connection​

Create a connection of type Basic Authentication and configure the following fields:

  • For Username, enter the email address associated with the Atlassian account
  • For API Key, enter the API token generated in the previous step
  • For Host, enter the Atlassian site hostname without https:// (e.g., example-company.atlassian.net)
InputNotesExample
Host

The Atlassian site hostname (without https://).

your-company.atlassian.net
API Key

The Atlassian API token. Generate one at Atlassian API Tokens.

ATATT3xFfGF0T8gK8Example1234567890abcdefGHIJKLMNOP
Username

The Atlassian account email address used for authentication.

john.doe@example.com

OAuth 2.0​

key: jsmOAuth2

To connect to Jira Service Management using OAuth 2.0, create and configure an OAuth 2.0 (3LO) application in the Atlassian Developer Console.

Prerequisites​

Setup Steps​

  1. Navigate to the Atlassian Developer Console and click Create then OAuth 2.0 integration
  2. Enter a name for the application and click Create
  3. In the left sidebar, click Authorization and then click Add next to OAuth 2.0 (3LO)
  4. Enter the OAuth 2.0 callback URL as the Callback URL: https://oauth2.prismatic.io/callback
  5. Click Save changes
  6. In the left sidebar, click Permissions and configure the required scopes for Jira Service Management access
  7. In the left sidebar, click Settings to find the Client ID and Secret values

Refer to the Atlassian OAuth 2.0 (3LO) documentation for detailed setup instructions.

Configure the Connection​

Create a connection of type OAuth 2.0 and configure the following fields:

  • For Authorize URL, the default value is pre-configured for Atlassian Cloud APIs: 
    https://auth.atlassian.com/authorize?audience=api.atlassian.com&prompt=consent
  • For Token URL, the default value is: 
    https://auth.atlassian.com/oauth/token
  • For Scopes, the default value includes common Jira Service Management scopes: 
    read:servicedesk-request write:servicedesk-request manage:servicedesk-customer read:jira-user offline_access
    Refer to the Atlassian scopes documentation for additional scope information.
  • Enter the Client ID and Client Secret from the application settings in the Developer Console
  • Optionally, enter the Atlassian Site Name if the Atlassian account has access to multiple Jira sites (e.g., example-company.atlassian.net). If left blank, the connection uses the first accessible site.
InputNotesExample
Atlassian Site Name

Optional Atlassian site name or URL to connect to. By default, connects to the first accessible site. Set this when the authenticated account has access to multiple Jira sites.

your-company.atlassian.net
Authorize URL

The OAuth 2.0 Authorization URL for Atlassian. The audience parameter is required for cloud APIs.

https://auth.atlassian.com/authorize?audience=api.atlassian.com&prompt=consent
Client ID

OAuth 2.0 Client ID from the Atlassian Developer Console.

c9e4APadFFkbtTycoNtrHKBtYgUyZWy
Client Secret

OAuth 2.0 Client Secret from the Atlassian Developer Console.

ntDBx4ao5czkFu7Mzp5FTlYG0y3_ukxkSiPhwnTkhsdKHJITGRCGP3ZWlXTYyu
Scopes

Space-delimited list of OAuth 2.0 scopes for Jira Service Management access.

read:servicedesk-request write:servicedesk-request manage:servicedesk-customer read:jira-user offline_access
Token URL

The OAuth 2.0 Token URL for Atlassian.

https://auth.atlassian.com/oauth/token

Data Sources​

Select Approval​

Fetches approvals for a service request and returns them as a dropdown. | key: selectApproval | type: picklist

InputNotesExample
Connection

The Jira Service Management connection to use.

Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42

{
  "result": [
    {
      "key": "10001",
      "label": "IT Help Desk"
    },
    {
      "key": "10002",
      "label": "Customer Service"
    }
  ]
}

Select Organization​

Fetches organizations and returns them as a dropdown. | key: selectOrganization | type: picklist

InputNotesExample
Connection

The Jira Service Management connection to use.

{
  "result": [
    {
      "key": "10001",
      "label": "IT Help Desk"
    },
    {
      "key": "10002",
      "label": "Customer Service"
    }
  ]
}

Select Queue​

Fetches queues for a service desk and returns them as a dropdown. | key: selectQueue | type: picklist

InputNotesExample
Connection

The Jira Service Management connection to use.

Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "result": [
    {
      "key": "10001",
      "label": "IT Help Desk"
    },
    {
      "key": "10002",
      "label": "Customer Service"
    }
  ]
}

Select Request​

Fetches service requests for a service desk and returns them as a dropdown. | key: selectRequest | type: picklist

InputNotesExample
Connection

The Jira Service Management connection to use.

Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "result": [
    {
      "key": "10001",
      "label": "IT Help Desk"
    },
    {
      "key": "10002",
      "label": "Customer Service"
    }
  ]
}

Select Request Type​

Fetches request types for a service desk and returns them as a dropdown. | key: selectRequestType | type: picklist

InputNotesExample
Connection

The Jira Service Management connection to use.

Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "result": [
    {
      "key": "10001",
      "label": "IT Help Desk"
    },
    {
      "key": "10002",
      "label": "Customer Service"
    }
  ]
}

Select Service Desk​

Fetches all service desks and returns them as a dropdown. | key: selectServiceDesk | type: picklist

InputNotesExample
Connection

The Jira Service Management connection to use.

{
  "result": [
    {
      "key": "10001",
      "label": "IT Help Desk"
    },
    {
      "key": "10002",
      "label": "Customer Service"
    }
  ]
}

Select Transition​

Fetches available status transitions for a service request and returns them as a dropdown. | key: selectTransition | type: picklist

InputNotesExample
Connection

The Jira Service Management connection to use.

Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42

{
  "result": [
    {
      "key": "10001",
      "label": "IT Help Desk"
    },
    {
      "key": "10002",
      "label": "Customer Service"
    }
  ]
}

Actions​

Add Attachment​

Attaches a previously uploaded temporary file to a service request. | key: addAttachment

InputNotesExample
Temporary File ID

The ID of the temporary file previously uploaded via the Upload Attachment action.

temp:123456
Connection

The Jira Service Management connection to use.

Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42

{
  "data": {
    "comment": {
      "_expands": [
        "attachment",
        "renderedBody"
      ],
      "id": "1000",
      "body": "Please find the screenshot attached.",
      "public": true,
      "author": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "displayName": "Fred F. User",
        "emailAddress": "fred@example.com"
      },
      "created": {
        "epochMillis": 1444360920000,
        "friendly": "Today 10:22 AM",
        "iso8601": "2015-10-09T10:22:00+0700"
      },
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment/1000"
      }
    },
    "attachments": {
      "_expands": [],
      "size": 1,
      "start": 0,
      "limit": 50,
      "isLastPage": true,
      "values": [
        {
          "filename": "screenshot.png",
          "author": {
            "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "displayName": "Fred F. User"
          },
          "created": {
            "epochMillis": 1444360920000,
            "friendly": "Today 10:22 AM",
            "iso8601": "2015-10-09T10:22:00+0700"
          },
          "size": 23123,
          "mimeType": "image/png",
          "_links": {
            "content": "https://your-domain.atlassian.net/servicedesk/customershim/secure/attachment/10000/screenshot.png",
            "thumbnail": "https://your-domain.atlassian.net/servicedesk/customershim/secure/thumbnail/10000/_thumb_10000.png"
          }
        }
      ]
    }
  }
}

Add Comment​

Adds a comment to a service request. | key: addComment

InputNotesExample
Comment Body

The message to post on the request. Supports plain text and is rendered in the customer portal.

We are investigating the issue and will update you shortly.
Connection

The Jira Service Management connection to use.

Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42
Public

When true, the comment is visible to the customer. When false, the comment is internal only.

true

{
  "data": {
    "_expands": [
      "attachment",
      "renderedBody"
    ],
    "id": "1000",
    "body": "Hello there",
    "public": true,
    "author": {
      "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "emailAddress": "fred@example.com",
      "displayName": "Fred F. User",
      "active": true,
      "timeZone": "Australia/Sydney"
    },
    "created": {
      "epochMillis": 1444360920000,
      "friendly": "Today 10:22 AM",
      "iso8601": "2015-10-09T10:22:00+0700",
      "jira": "2015-10-09T10:22:00.000+0700"
    },
    "_links": {
      "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment/1000"
    }
  }
}

Add Customers to Service Desk​

Adds one or more existing customers to the specified service desk by accountId. | key: addCustomers

InputNotesExample
Account IDs

The Atlassian accountIds to include in the request. Provide a JSON array of string identifiers.

Connection

The Jira Service Management connection to use.

Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "success": true
  }
}

Add Organization to Service Desk​

Links an organization to the specified service desk. | key: addServiceDeskOrganization

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "success": true
  }
}

Add Users to Organization​

Adds users to an organization by accountId. | key: addOrganizationUsers

InputNotesExample
Account IDs

The Atlassian accountIds to include in the request. Provide a JSON array of string identifiers.

Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2

{
  "data": {
    "success": true
  }
}

Approve or Decline Request​

Approves or declines a pending approval on a service request. | key: approveRequest

InputNotesExample
Decision

Whether to approve or decline the request.

Approval ID

The ID of the approval to respond to. Use the List Approvals action or the Approval data source to find this value.

1
Connection

The Jira Service Management connection to use.

Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42

{
  "data": {
    "id": "1",
    "name": "Please approve this request",
    "finalDecision": "approved",
    "canAnswerApproval": false,
    "approvers": [
      {
        "approver": {
          "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "displayName": "Fred F. User",
          "emailAddress": "fred@example.com"
        },
        "approverDecision": "approved"
      }
    ],
    "completedDate": {
      "epochMillis": 1475134200000,
      "iso8601": "2016-09-29T14:30:00+0700"
    }
  }
}

Create Customer​

Creates a portal-only customer account, adds them to the specified service desk, and sends an invite email. | key: createCustomer

InputNotesExample
Connection

The Jira Service Management connection to use.

Email

The email address of the new portal-only customer.

jane.smith@example.com
Display Name

The full name shown for the customer in the portal and on issues they raise.

Jane Smith
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "emailAddress": "fred@example.com",
    "displayName": "Fred F. User",
    "active": true,
    "timeZone": "Australia/Sydney"
  }
}

Create Organization​

Creates a new organization. | key: createOrganization

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization Name

A unique display label for the organization, shown to agents and customers in the portal.

Acme Corp IT

{
  "data": {
    "_links": {
      "self": "https://your-domain.atlassian.net/rest/servicedeskapi/organization/1"
    },
    "id": "1",
    "name": "Charlie Cakes Franchises",
    "scimManaged": false
  }
}

Create Portal-Only Customer​

Creates a portal-only customer account without linking them to a service desk. | key: createPortalOnlyCustomer

InputNotesExample
Connection

The Jira Service Management connection to use.

Email

The email address of the new portal-only customer.

jane.smith@example.com
Display Name

The full name shown for the customer in the portal and on issues they raise.

Jane Smith

{
  "data": {
    "accountId": "5b10ac8d82e05b22cc7d4ef5",
    "name": "fred@example.com",
    "emailAddress": "fred@example.com",
    "displayName": "Fred F. User",
    "active": true,
    "timeZone": "Australia/Sydney",
    "_links": {
      "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?accountId=5b10ac8d82e05b22cc7d4ef5",
      "self": "https://your-domain.atlassian.net/rest/api/2/user?accountId=5b10ac8d82e05b22cc7d4ef5"
    }
  }
}

Create Request​

Creates a new service request in the specified service desk. | key: createRequest

InputNotesExample
Additional Fields

Extra request body properties to merge into the payload alongside the standard inputs. Provide a JSON object keyed by field name.

Connection

The Jira Service Management connection to use.

Raise On Behalf Of

The accountId of the customer to raise the request on behalf of. If omitted, the request is raised by the authenticated user.

5b10ac8d82e05b22cc7d4ef5
Description

Additional detail about the request. Displayed on the request view for agents and customers.

My laptop stopped responding after the latest update.
Field Values

JSON object of additional request field values required by the request type. Keys are field IDs.

Summary

A brief, one-line subject shown in the portal and issue list.

Laptop won't start
Request Type ID

The ID of the request type to create the request as. Use the List Request Types action or the Request Type data source.

5
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "issueId": "107001",
    "issueKey": "HELPDESK-1",
    "summary": "Request JSD help via REST",
    "requestTypeId": "25",
    "serviceDeskId": "10",
    "createdDate": {
      "epochMillis": 1444290120000,
      "friendly": "Monday 14:42 PM",
      "iso8601": "2015-10-08T14:42:00+0700"
    },
    "reporter": {
      "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "displayName": "Fred F. User",
      "emailAddress": "fred@example.com"
    },
    "currentStatus": {
      "status": "Waiting for Support",
      "statusCategory": "NEW"
    }
  }
}

Delete Organization​

Deletes an organization by ID. | key: deleteOrganization

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2

{
  "data": {
    "success": true
  }
}

Delete Organization Property​

Removes a custom property from an organization by key. | key: deleteOrganizationProperty

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2
Property Key

The key identifying the custom property to store against the organization.

tier

{
  "data": {
    "success": true
  }
}

Get Organization​

Returns a single organization by ID. | key: getOrganization

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2

{
  "data": {
    "_links": {
      "self": "https://your-domain.atlassian.net/rest/servicedeskapi/organization/1"
    },
    "id": "1",
    "name": "Charlie Cakes Franchises",
    "scimManaged": false
  }
}

Get Organization Property​

Returns the value of a single organization property. | key: getOrganizationProperty

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2
Property Key

The key identifying the custom property to store against the organization.

tier

{
  "data": {
    "key": "tier",
    "value": {
      "level": "enterprise",
      "region": "us-east"
    }
  }
}

Get Request​

Returns a single service request by issue ID or key. | key: getRequest

InputNotesExample
Connection

The Jira Service Management connection to use.

Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42

{
  "data": {
    "issueId": "107001",
    "issueKey": "HELPDESK-1",
    "summary": "Request JSD help via REST",
    "requestTypeId": "25",
    "serviceDeskId": "10",
    "createdDate": {
      "epochMillis": 1444290120000,
      "friendly": "Monday 14:42 PM",
      "iso8601": "2015-10-08T14:42:00+0700",
      "jira": "2015-10-08T14:42:00.000+0700"
    },
    "reporter": {
      "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "displayName": "Fred F. User",
      "emailAddress": "fred@example.com",
      "active": true,
      "timeZone": "Australia/Sydney"
    },
    "currentStatus": {
      "status": "Waiting for Support",
      "statusCategory": "NEW"
    },
    "_links": {
      "jiraRest": "https://your-domain.atlassian.net/rest/api/2/issue/107001",
      "web": "https://your-domain.atlassian.net/servicedesk/customer/portal/10/HELPDESK-1",
      "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/107001"
    }
  }
}

Get Request Type​

Returns a single request type for a service desk. | key: getRequestType

InputNotesExample
Connection

The Jira Service Management connection to use.

Request Type ID

The ID of the request type to create the request as. Use the List Request Types action or the Request Type data source.

5
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "_expands": [],
    "id": "11001",
    "_links": {
      "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001"
    },
    "name": "Get IT Help",
    "description": "Get IT Help",
    "helpText": "Please tell us clearly the problem you have within 100 words.",
    "issueTypeId": "12345",
    "serviceDeskId": "28",
    "portalId": "2",
    "groupIds": [
      "12"
    ],
    "icon": {
      "id": "12345",
      "_links": {
        "iconUrls": {
          "48x48": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001/icon",
          "24x24": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001/icon",
          "16x16": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001/icon",
          "32x32": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001/icon"
        }
      }
    }
  }
}

Get Service Desk​

Returns a single service desk by ID. | key: getServiceDesk

InputNotesExample
Connection

The Jira Service Management connection to use.

Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "id": "10001",
    "projectId": "11001",
    "projectName": "IT Help Desk",
    "projectKey": "ITH",
    "_links": {
      "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/10001"
    }
  }
}

List Approvals​

Returns the approvals for a service request. | key: listApprovals

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42
Limit

The maximum number of items to return per page.

50
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "id": "1",
        "name": "Please approve this request",
        "finalDecision": "pending",
        "canAnswerApproval": true,
        "approvers": [
          {
            "approver": {
              "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
              "displayName": "Fred F. User",
              "emailAddress": "fred@example.com"
            },
            "approverDecision": "pending"
          }
        ],
        "createdDate": {
          "epochMillis": 1475046060000,
          "iso8601": "2016-09-28T14:01:00+0700"
        }
      }
    ]
  }
}

List Comments​

Returns comments for a service request. | key: listComments

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42
Limit

The maximum number of items to return per page.

50
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi"
    },
    "values": [
      {
        "_expands": [
          "attachment",
          "renderedBody"
        ],
        "id": "1000",
        "body": "Hello there",
        "public": true,
        "author": {
          "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "displayName": "Fred F. User",
          "emailAddress": "fred@example.com",
          "active": true,
          "timeZone": "Australia/Sydney"
        },
        "created": {
          "epochMillis": 1444360920000,
          "friendly": "Today 10:22 AM",
          "iso8601": "2015-10-09T10:22:00+0700"
        },
        "_links": {
          "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment/1000"
        }
      }
    ]
  }
}

List Customers​

Returns customers associated with a service desk. | key: listCustomers

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "accountId": "5b10ac8d82e05b22cc7d4ef5",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?accountId=5b10ac8d82e05b22cc7d4ef5",
          "self": "https://your-domain.atlassian.net/rest/api/2/user?accountId=5b10ac8d82e05b22cc7d4ef5"
        }
      }
    ]
  }
}

List Organization Properties​

Returns the property keys stored against an organization. | key: listOrganizationProperties

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2

{
  "data": {
    "keys": [
      {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/organization/1/property/tier",
        "key": "tier"
      }
    ]
  }
}

List Organization Users​

Returns users associated with an organization. | key: listOrganizationUsers

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney"
      }
    ]
  }
}

List Organizations​

Returns all organizations in the Jira Service Management instance. | key: listOrganizations

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "_links": {
          "self": "https://your-domain.atlassian.net/rest/servicedeskapi/organization/1"
        },
        "id": "1",
        "name": "Charlie Cakes Franchises",
        "scimManaged": false
      }
    ]
  }
}

List Queue Issues​

Returns the issues in a service desk queue. | key: listQueueIssues

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Queue ID

The unique identifier of the queue. Use the List Queues action or the Queue data source.

3
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "fields": {
          "summary": "My keyboard is broken",
          "issuetype": {
            "avatarId": 10002,
            "description": "For general IT problems and questions",
            "iconUrl": "https://your-domain.atlassian.net/servicedesk/issue-type-icons?icon=it-help",
            "id": "13",
            "name": "IT Help",
            "self": "https://your-domain.atlassian.net/rest/api/2/issuetype/13",
            "subtask": false
          },
          "duedate": "2015-11-11T14:17:13.000+0700",
          "created": "2015-11-09T14:17:13.000+0700",
          "reporter": {
            "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "emailAddress": "fred@example.com",
            "displayName": "Fred F. User",
            "active": true,
            "timeZone": "Australia/Sydney"
          }
        },
        "id": "10001",
        "key": "SD-1",
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/rest/api/2/issue/10001"
      }
    ]
  }
}

List Queues​

Returns queues for a service desk. | key: listQueues

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "id": "10",
        "name": "Unassigned issues",
        "jql": "project = SD AND assignee is EMPTY AND resolution = Unresolved ORDER BY \"Time to resolution\" ASC",
        "fields": [
          "issuetype",
          "issuekey",
          "summary",
          "created",
          "reporter",
          "duedate"
        ],
        "issueCount": 10,
        "_links": {
          "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/10"
        }
      }
    ]
  }
}

List Request Types​

Returns all request types for a service desk. | key: listRequestTypes

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "_expands": [],
        "id": "11001",
        "_links": {
          "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001"
        },
        "name": "Get IT Help",
        "description": "Get IT Help",
        "helpText": "Please tell us clearly the problem you have within 100 words.",
        "issueTypeId": "12345",
        "serviceDeskId": "28",
        "portalId": "2",
        "groupIds": [
          "12"
        ],
        "icon": {
          "id": "12345",
          "_links": {
            "iconUrls": {
              "48x48": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001/icon",
              "24x24": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001/icon",
              "16x16": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001/icon",
              "32x32": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001/icon"
            }
          }
        }
      }
    ]
  }
}

List Requests​

Returns service requests for the given service desk. | key: listRequests

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "issueId": "107001",
        "issueKey": "HELPDESK-1",
        "summary": "Request JSD help via REST",
        "requestTypeId": "25",
        "serviceDeskId": "10",
        "createdDate": {
          "epochMillis": 1444290120000,
          "friendly": "Monday 14:42 PM",
          "iso8601": "2015-10-08T14:42:00+0700",
          "jira": "2015-10-08T14:42:00.000+0700"
        },
        "currentStatus": {
          "status": "Waiting for Support",
          "statusCategory": "NEW"
        }
      }
    ]
  }
}

List Service Desk Organizations​

Returns organizations linked to a service desk. | key: listServiceDeskOrganizations

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "id": "1",
        "name": "Charlie Cakes Franchises",
        "_links": {
          "self": "https://your-domain.atlassian.net/rest/servicedeskapi/organization/1"
        }
      }
    ]
  }
}

List Service Desks​

Returns all service desks in the Jira Service Management instance. | key: listServiceDesks

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Limit

The maximum number of items to return per page.

50
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context"
    },
    "values": [
      {
        "id": "10001",
        "projectId": "11001",
        "projectName": "IT Help Desk",
        "projectKey": "ITH",
        "_links": {
          "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/10001"
        }
      }
    ]
  }
}

List SLA Information​

Returns SLA information for a service request. | key: listSla

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42
Limit

The maximum number of items to return per page.

50
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 1,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi"
    },
    "values": [
      {
        "id": "1",
        "name": "Time to first response",
        "completedCycles": [],
        "ongoingCycle": {
          "startTime": {
            "epochMillis": 1444290120000,
            "iso8601": "2015-10-08T14:42:00+0700"
          },
          "breached": false,
          "goalDuration": {
            "millis": 28800000
          },
          "elapsedTime": {
            "millis": 3600000
          }
        }
      }
    ]
  }
}

List Transitions​

Returns available status transitions for a service request. | key: listTransitions

InputNotesExample
Connection

The Jira Service Management connection to use.

Fetch All

When true, automatically fetches all pages of results using pagination. Ignores start and limit when true.

false
Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42
Limit

The maximum number of items to return per page.

50
Start

The starting index of the returned items. First item is 0.

50

{
  "data": {
    "_expands": [],
    "size": 2,
    "start": 0,
    "limit": 50,
    "isLastPage": true,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi"
    },
    "values": [
      {
        "id": "5",
        "name": "In Progress"
      },
      {
        "id": "31",
        "name": "Resolved"
      }
    ]
  }
}

Raw Request​

Send raw HTTP request to the Jira Service Management REST API. | key: rawRequest

InputNotesExample
Connection

The Jira Service Management connection to use.

Data

The HTTP body payload to send to the URL.

{"exampleKey": "Example Data"}
File Data

File Data to be sent as a multipart form upload.

[{key: "example.txt", value: "My File Contents"}]
File Data File Names

File names to apply to the file data inputs. Keys must match the file data keys above.

Form Data

The Form Data to be sent as a multipart form upload.

[{"key": "Example Key", "value": new Buffer("Hello World")}]
Header

A list of headers to send with the request.

User-Agent: curl/7.64.1
Max Retry Count

The maximum number of retries to attempt. Specify 0 for no retries.

0
Method

The HTTP method to use.

Query Parameter

A list of query parameters to send with the request. This is the portion at the end of the URL similar to ?key1=value1&key2=value2.

Response Type

The type of data you expect in the response. You can request json, text, or binary data.

json
Retry On All Errors

If true, retries on all erroneous responses regardless of type. This is helpful when retrying after HTTP 429 or other 3xx or 4xx errors. Otherwise, only retries on HTTP 5xx and network errors.

false
Retry Delay (ms)

The delay in milliseconds between retries. This is used when 'Use Exponential Backoff' is disabled.

0
Timeout

The maximum time that a client will await a response to its request

2000
URL

Input the path only (e.g., /servicedesk). The base URL is resolved from the connection automatically.

/servicedesk
Use Exponential Backoff

Specifies whether to use a pre-defined exponential backoff strategy for retries. When enabled, 'Retry Delay (ms)' is ignored.

false

Remove Customers from Service Desk​

Removes one or more customers from the specified service desk by accountId. | key: removeCustomers

InputNotesExample
Account IDs

The Atlassian accountIds to include in the request. Provide a JSON array of string identifiers.

Connection

The Jira Service Management connection to use.

Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "success": true
  }
}

Remove Organization from Service Desk​

Unlinks an organization from the specified service desk. | key: removeServiceDeskOrganization

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "success": true
  }
}

Remove Users from Organization​

Removes users from an organization by accountId. | key: removeOrganizationUsers

InputNotesExample
Account IDs

The Atlassian accountIds to include in the request. Provide a JSON array of string identifiers.

Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2

{
  "data": {
    "success": true
  }
}

Revoke Portal-Only Access​

Revokes a user's portal-only access so they can no longer log in as a portal customer. | key: revokePortalAccess

InputNotesExample
Account ID

The Atlassian accountId of the customer.

5b10ac8d82e05b22cc7d4ef5
Connection

The Jira Service Management connection to use.

{
  "data": {
    "success": true
  }
}

Set Organization Property​

Stores a custom JSON value against an organization under the specified property key. | key: setOrganizationProperty

InputNotesExample
Connection

The Jira Service Management connection to use.

Organization ID

The unique identifier of the organization. Use the List Organizations action or the Organization data source.

2
Property Key

The key identifying the custom property to store against the organization.

tier
Property Value

JSON value to store for the property. Can be any valid JSON (object, array, string, number, or boolean).

{
  "data": {
    "success": true
  }
}

Transition Request​

Transitions a service request to a new status. | key: transitionRequest

InputNotesExample
Comment

A message posted on the request when the transition is executed. Visible to the customer by default.

Connection

The Jira Service Management connection to use.

Issue ID or Key

The ID or key of the service request issue (e.g., IT-42 or 10001). Use the Select Request data source or List Requests action to find this value.

IT-42
Transition ID

The ID of the transition to apply. Use the List Transitions action or the Transition data source to find available transitions.

5

{
  "data": {
    "success": true
  }
}

Upload Temporary File​

Uploads a file as a temporary attachment for later use with Add Attachment. | key: uploadTemporaryFile

InputNotesExample
Connection

The Jira Service Management connection to use.

File Contents

The contents of the file to upload. Can be a string or binary data (e.g., image or PDF) from a previous step.

My File Contents
File Name

The filename to associate with the uploaded attachment, including the extension (e.g., report.pdf).

atlassian.png
Service Desk ID

The unique identifier of the service desk. Use the List Service Desks action or the Service Desk data source to find this value.

1

{
  "data": {
    "temporaryAttachmentId": "temp8186986881700442965",
    "fileName": "atlassian.png"
  }
}

Changelog​

2026-04-30​

Initial release of Jira Service Management component with support for OAuth 2.0 and Basic Authentication, service request management, organizations, customers, request types, queues, webhook triggers, service desk ↔ customer and organization associations, organization properties, portal-only customer management, and dynamic data source dropdowns