---
title: Jira Service Management
description: Interact with Jira Service Management
---

import { BlockInfoCard } from "@/components/ui/block-info-card"

<BlockInfoCard 
  type="jira_service_management"
  color="#E0E0E0"
/>

{/* MANUAL-CONTENT-START:intro */}
[Jira Service Management](https://www.atlassian.com/software/jira/service-management) is Atlassian’s modern IT service management (ITSM) solution designed to help teams efficiently manage service requests, incidents, problems, assets, and changes across your organization. Built on the Jira platform, Jira Service Management empowers IT, DevOps, HR, facilities, and other business teams to deliver exceptional, collaborative service.

Jira Service Management (JSM) goes beyond traditional issue tracking by providing features purpose-built for service teams, such as integrated SLAs, customizable request types, automation, robust queues, and seamless customer portals. Through the JSM API and Sim integration, you can automate, monitor, and interact with all aspects of your service management workflows.

Key features of Jira Service Management include:

- **Service Request Management**: Streamline intake, triage, and resolution of IT or business requests via customizable forms, queues, and automated routing.
- **Incident and Problem Management**: Log, track, escalate, and resolve incidents with tools for root cause analysis, post-incident reviews, and real-time collaboration.
- **SLA Tracking and Reporting**: Define, monitor, and report on service level agreements to ensure timely service delivery and accountability.
- **Asset and Configuration Management**: Maintain an up-to-date inventory of assets, configuration items, and their relationships to improve visibility and impact analysis.
- **Queue Management**: Manage workload and priorities using powerful queues for service agents, including filtering, sorting, and bulk actions.
- **Customer and Organization Management**: Group customers into organizations, manage user permissions, and improve communication through tailored customer portals.

With Sim’s Jira Service Management integration, you can create, monitor, and update service requests, fetch and manage customer organizations, track active queues, and automate ITSM operations programmatically. Build intelligent service desk agents, automate workflows triggered by service events, and ensure both end-users and service teams benefit from proactive, AI-powered support.
{/* MANUAL-CONTENT-END */}


## Usage Instructions

Integrate with Jira Service Management for IT service management. Create and manage service requests, handle customers and organizations, track SLAs, and manage queues.



## Tools

### `jsm_get_service_desks`

Get all service desks from Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `serviceDesks` | json | Array of service desks |
| `total` | number | Total number of service desks |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_get_request_types`

Get request types for a service desk in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `serviceDeskId` | string | Yes | Service Desk ID \(e.g., "1", "2"\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `requestTypes` | json | Array of request types |
| `total` | number | Total number of request types |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_create_request`

Create a new service request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `serviceDeskId` | string | Yes | Service Desk ID \(e.g., "1", "2"\) |
| `requestTypeId` | string | Yes | Request Type ID \(e.g., "10", "15"\) |
| `summary` | string | Yes | Summary/title for the service request |
| `description` | string | No | Description for the service request |
| `raiseOnBehalfOf` | string | No | Account ID of customer to raise request on behalf of |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueId` | string | Created request issue ID |
| `issueKey` | string | Created request issue key \(e.g., SD-123\) |
| `requestTypeId` | string | Request type ID |
| `serviceDeskId` | string | Service desk ID |
| `success` | boolean | Whether the request was created successfully |
| `url` | string | URL to the created request |

### `jsm_get_request`

Get a single service request from Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `request` | json | The service request object |

### `jsm_get_requests`

Get multiple service requests from Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `serviceDeskId` | string | No | Filter by service desk ID \(e.g., "1", "2"\) |
| `requestOwnership` | string | No | Filter by ownership: OWNED_REQUESTS, PARTICIPATED_REQUESTS, ORGANIZATION, ALL_REQUESTS |
| `requestStatus` | string | No | Filter by status: OPEN, CLOSED, ALL |
| `searchTerm` | string | No | Search term to filter requests \(e.g., "password reset", "laptop"\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `requests` | json | Array of service requests |
| `total` | number | Total number of requests |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_add_comment`

Add a comment (public or internal) to a service request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |
| `body` | string | Yes | Comment body text |
| `isPublic` | boolean | Yes | Whether the comment is public \(visible to customer\) or internal \(true/false\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `commentId` | string | Created comment ID |
| `body` | string | Comment body text |
| `isPublic` | boolean | Whether the comment is public |
| `success` | boolean | Whether the comment was added successfully |

### `jsm_get_comments`

Get comments for a service request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |
| `isPublic` | boolean | No | Filter to only public comments \(true/false\) |
| `internal` | boolean | No | Filter to only internal comments \(true/false\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `comments` | json | Array of comments |
| `total` | number | Total number of comments |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_get_customers`

Get customers for a service desk in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `serviceDeskId` | string | Yes | Service Desk ID \(e.g., "1", "2"\) |
| `query` | string | No | Search query to filter customers \(e.g., "john", "acme"\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `customers` | json | Array of customers |
| `total` | number | Total number of customers |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_add_customer`

Add customers to a service desk in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `serviceDeskId` | string | Yes | Service Desk ID \(e.g., "1", "2"\) |
| `emails` | string | Yes | Comma-separated email addresses to add as customers |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `serviceDeskId` | string | Service desk ID |
| `success` | boolean | Whether customers were added successfully |

### `jsm_get_organizations`

Get organizations for a service desk in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `serviceDeskId` | string | Yes | Service Desk ID \(e.g., "1", "2"\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `organizations` | json | Array of organizations |
| `total` | number | Total number of organizations |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_create_organization`

Create a new organization in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `name` | string | Yes | Name of the organization to create |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `organizationId` | string | ID of the created organization |
| `name` | string | Name of the created organization |
| `success` | boolean | Whether the operation succeeded |

### `jsm_add_organization`

Add an organization to a service desk in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `serviceDeskId` | string | Yes | Service Desk ID \(e.g., "1", "2"\) |
| `organizationId` | string | Yes | Organization ID to add to the service desk |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `serviceDeskId` | string | Service Desk ID |
| `organizationId` | string | Organization ID added |
| `success` | boolean | Whether the operation succeeded |

### `jsm_get_queues`

Get queues for a service desk in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `serviceDeskId` | string | Yes | Service Desk ID \(e.g., "1", "2"\) |
| `includeCount` | boolean | No | Include issue count for each queue \(true/false\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `queues` | json | Array of queues |
| `total` | number | Total number of queues |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_get_sla`

Get SLA information for a service request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `slas` | json | Array of SLA information |
| `total` | number | Total number of SLAs |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_get_transitions`

Get available transitions for a service request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `transitions` | json | Array of available transitions |

### `jsm_transition_request`

Transition a service request to a new status in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |
| `transitionId` | string | Yes | Transition ID to apply |
| `comment` | string | No | Optional comment to add during transition |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `transitionId` | string | Applied transition ID |
| `success` | boolean | Whether the transition was successful |

### `jsm_get_participants`

Get participants for a request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `participants` | json | Array of participants |
| `total` | number | Total number of participants |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_add_participants`

Add participants to a request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |
| `accountIds` | string | Yes | Comma-separated account IDs to add as participants |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `participants` | json | Array of added participants |
| `success` | boolean | Whether the operation succeeded |

### `jsm_get_approvals`

Get approvals for a request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |
| `start` | number | No | Start index for pagination \(e.g., 0, 50, 100\) |
| `limit` | number | No | Maximum results to return \(e.g., 10, 25, 50\) |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `approvals` | json | Array of approvals |
| `total` | number | Total number of approvals |
| `isLastPage` | boolean | Whether this is the last page |

### `jsm_answer_approval`

Approve or decline an approval request in Jira Service Management

#### Input

| Parameter | Type | Required | Description |
| --------- | ---- | -------- | ----------- |
| `domain` | string | Yes | Your Jira domain \(e.g., yourcompany.atlassian.net\) |
| `cloudId` | string | No | Jira Cloud ID for the instance |
| `issueIdOrKey` | string | Yes | Issue ID or key \(e.g., SD-123\) |
| `approvalId` | string | Yes | Approval ID to answer |
| `decision` | string | Yes | Decision: "approve" or "decline" |

#### Output

| Parameter | Type | Description |
| --------- | ---- | ----------- |
| `ts` | string | Timestamp of the operation |
| `issueIdOrKey` | string | Issue ID or key |
| `approvalId` | string | Approval ID |
| `decision` | string | Decision made \(approve/decline\) |
| `success` | boolean | Whether the operation succeeded |


