Jira Service Management
Connect Jira Service Management with an Atlassian API token so an agent can open tickets, add notes and look tickets up.
What you will achieve
Jira Service Management will show Connected.
Overview and use cases
The connection can raise a service request, comment on one, look one up, and list request types and service desks: the basis for turning a call into a ticket.
Prerequisites
- A Jira Service Management Cloud site and an Atlassian account.
External account setup (in Atlassian)
Atlassian controls these screens. Atlassian's guide: Service desk REST API.
- Create an API token at id.atlassian.com/manage-profile/security/api-tokens. It can have scopes or not; Phynxa detects which.
- Note your site address, such as
your-site.atlassian.net, and the account email the token belongs to. - Optionally note a Service desk ID and Request type ID to use as defaults.
Connect it in Phynxa
- Integrations, Connect on Jira Service Management.
- Enter Site, Account email and API token. Optionally enter Service desk ID and Request type ID.
- Choose Check and connect.
Permissions and settings
Authentication is the account email with the token. A token with scopes works only through Atlassian's gateway, and a classic one on the site; Phynxa tries the site first and falls back to the gateway, so you do not need to know which you made. Creating a request needs a service desk and a request type, and the request type decides which fields are required.
Use it in a call
On an agent's Tools tab, Add tool, Integration, Jira Service Management:
| Action | What it does | Runs |
|---|---|---|
| Create ticket | Opens a request in the service desk and request type saved with the connection. Needs summary; description is optional. | In the background |
| Add comment | Adds an internal note to a ticket (the customer does not see it). Needs ticket (like SUP-123) and text. | In the background |
| Get ticket | Reads a ticket's status and details. Needs ticket. | Waits |
Listing request types and service desks is for setting the connection up, and is not offered to agents.
Test it
Test connection should answer "Jira Service Management is responding."
Expected result
The card shows Connected.
Troubleshooting
- Check fails. Check the site, the email and the token, and that the token's account can use the service desk.
- A request is refused for missing fields. Jira names the missing fields; adjust the request type.
Security and credentials
The token is stored encrypted. Revoke it in Atlassian to cut access; Remove forgets it here.
Related guides
Something here does not match what you see in the dashboard? Let us know.