Jira Service Management

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.

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

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Output

jsm_get_request_types

Get request types for a service desk in Jira Service Management

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jsm_create_request

Create a new service request in Jira Service Management

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jsm_get_request

Get a single service request from Jira Service Management

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jsm_get_requests

Get multiple service requests from Jira Service Management

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jsm_add_comment

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

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jsm_get_comments

Get comments for a service request in Jira Service Management

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jsm_get_customers

Get customers for a service desk in Jira Service Management

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jsm_add_customer

Add customers to a service desk in Jira Service Management

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jsm_get_organizations

Get organizations for a service desk in Jira Service Management

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jsm_create_organization

Create a new organization in Jira Service Management

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jsm_add_organization

Add an organization to a service desk in Jira Service Management

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jsm_get_queues

Get queues for a service desk in Jira Service Management

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jsm_get_sla

Get SLA information for a service request in Jira Service Management

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jsm_get_transitions

Get available transitions for a service request in Jira Service Management

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jsm_transition_request

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

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jsm_get_participants

Get participants for a request in Jira Service Management

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jsm_add_participants

Add participants to a request in Jira Service Management

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jsm_get_approvals

Get approvals for a request in Jira Service Management

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jsm_answer_approval

Approve or decline an approval request in Jira Service Management

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