Get information about the Jira Service Management application.

Returns version and other runtime details of the JSM instance. Use this to verify connectivity and check the installed JSM version.

List all service desks accessible to the current user.

Returns IDs, project keys and names of every service desk the authenticated user can see. Use this as a starting point to discover available service desks before querying request types, queues, etc.

Get details of a specific service desk by its numeric ID.

Use list_service_desks first to find the ID.

Args: service_desk_id: The numeric ID of the service desk (e.g. "1").

List all request types available in a service desk.

Each request type defines a form that customers fill in when raising a request (e.g. "Report a bug", "Request access"). Use this to discover which request types are available before creating a customer request.

Args: service_desk_id: The numeric ID of the service desk (e.g. "1").

Get details of a specific request type (name, description, help text).

Args: service_desk_id: The numeric ID of the service desk (e.g. "1"). request_type_id: The numeric ID of the request type (e.g. "10").

Get the fields required to create a request of this type.

Always call this before create_customer_request to learn which fields are required, their IDs, and valid values.

Args: service_desk_id: The numeric ID of the service desk (e.g. "1"). request_type_id: The numeric ID of the request type (e.g. "10").

Create a new customer request (ticket) in a service desk.

Tip: call get_request_type_fields first to discover required field IDs and valid values for the chosen request type.

Args: service_desk_id: The numeric ID of the service desk (e.g. "1"). request_type_id: The numeric ID of the request type (e.g. "10"). values_json: JSON object with field values. Example: {"summary": "VPN not working", "description": "Cannot connect since morning"} raise_on_behalf_of: (Optional) Account ID (Cloud) or username (Server/DC) to raise the request on behalf of another user. request_participants: (Optional) Comma-separated account IDs or usernames to add as request participants.

Get full details of a customer request including status, reporter, and field values.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID.

List customer requests raised by or involving the current user.

Returns requests where the authenticated user is the reporter or a participant. Useful to see "my open tickets" at a glance.

Get the current status and status category of a customer request.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID.

Add a comment to a customer request.

Set public=true for customer-visible replies or public=false for internal agent notes that the customer cannot see.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. body: The comment text (plain text or Jira wiki markup). public: true — visible to customer; false — internal agent note.

List comments on a customer request with filtering by visibility.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. public: Include public (customer-visible) comments. internal: Include internal (agent-only) comments. start: Pagination offset (0-based). limit: Maximum number of comments to return (default 50).

Get a single comment by its ID.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. comment_id: The numeric comment ID.

Create a new customer account in the JSM instance (experimental API).

The customer will be able to raise requests through the customer portal.

Args: full_name: The customer's display name (e.g. "Jane Doe"). email: The customer's email address.

List customers who have access to a service desk.

Optionally filter by name or email substring.

Args: service_desk_id: The numeric ID of the service desk (e.g. "1"). query: (Optional) Filter string — matches against display name and email address. start: Pagination offset (0-based). limit: Maximum number of results (default 50).

Grant one or more users access to a service desk as customers.

Provide usernames for Server/Data Center or account_ids for Cloud.

Args: service_desk_id: The numeric ID of the service desk. usernames: (Optional) Comma-separated usernames (Server/DC). account_ids: (Optional) Comma-separated Atlassian account IDs (Cloud).

Revoke customer access from a service desk.

Provide usernames for Server/Data Center or account_ids for Cloud.

Args: service_desk_id: The numeric ID of the service desk. usernames: (Optional) Comma-separated usernames (Server/DC). account_ids: (Optional) Comma-separated Atlassian account IDs (Cloud).

List users who participate in (watch) a customer request.

Participants receive notifications about request updates.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. start: Pagination offset (0-based). limit: Maximum number of results (default 50).

Add participants to a customer request so they receive updates.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. usernames: (Optional) Comma-separated usernames (Server/DC). account_ids: (Optional) Comma-separated Atlassian account IDs (Cloud).

Remove participants from a customer request.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. usernames: (Optional) Comma-separated usernames (Server/DC). account_ids: (Optional) Comma-separated Atlassian account IDs (Cloud).

List transitions available for a customer request in its current status.

Use the returned transition IDs with perform_transition.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID.

Perform a workflow transition on a customer request (e.g. resolve, close).

Call list_customer_transitions first to discover available transition IDs.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. transition_id: The numeric transition ID. comment: (Optional) Comment to add along with the transition.

List organizations, optionally scoped to a specific service desk.

Organizations group customers for easier access management.

Args: service_desk_id: (Optional) Limit results to organizations linked to this service desk. start: Pagination offset (0-based). limit: Maximum number of results (default 50).

Get details of a specific organization by its ID.

Args: organization_id: The numeric organization ID.

Create a new customer organization.

Args: name: The display name for the new organization.

Permanently delete an organization and remove all its member associations.

Args: organization_id: The numeric organization ID.

Link an organization to a service desk so its members can raise requests.

Args: service_desk_id: The numeric ID of the service desk. organization_id: The numeric organization ID.

Unlink an organization from a service desk.

Args: service_desk_id: The numeric ID of the service desk. organization_id: The numeric organization ID.

List users who belong to an organization.

Args: organization_id: The numeric organization ID. start: Pagination offset (0-based). limit: Maximum number of results (default 50).

Add users to an organization.

Provide usernames for Server/Data Center or account_ids for Cloud.

Args: organization_id: The numeric organization ID. usernames: (Optional) Comma-separated usernames (Server/DC). account_ids: (Optional) Comma-separated Atlassian account IDs (Cloud).

Remove users from an organization.

Provide usernames for Server/Data Center or account_ids for Cloud.

Args: organization_id: The numeric organization ID. usernames: (Optional) Comma-separated usernames (Server/DC). account_ids: (Optional) Comma-separated Atlassian account IDs (Cloud).

List agent queues defined in a service desk.

Queues are saved JQL filters that agents use to triage requests (e.g. "All open", "Unassigned", "SLA breached").

Args: service_desk_id: The numeric ID of the service desk (e.g. "1"). include_count: Set true to include the number of issues per queue. start: Pagination offset (0-based). limit: Maximum number of results (default 50).

List customer requests currently sitting in a specific queue.

Use list_queues first to discover queue IDs.

Args: service_desk_id: The numeric ID of the service desk. queue_id: The numeric queue ID. start: Pagination offset (0-based). limit: Maximum number of results (default 50).

Get SLA (Service Level Agreement) metrics for a customer request.

Returns remaining time, breach status, and goal durations for every SLA metric configured on the request.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. start: Pagination offset (0-based). limit: Maximum number of results (default 50).

Get a specific SLA metric by its ID for a customer request.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. sla_id: The SLA metric ID.

List pending and completed approvals for a customer request.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. start: Pagination offset (0-based). limit: Maximum number of results (default 50).

Get details of a specific approval including approver decisions.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. approval_id: The numeric approval ID.

Approve or decline an approval request.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. approval_id: The numeric approval ID. decision: "approve" or "decline".

Upload a file as a temporary attachment.

The returned temporary attachment ID must then be passed to attach_file_to_request to permanently attach it to a request.

Args: service_desk_id: The numeric ID of the service desk. filename: Absolute path to the file on the server filesystem.

Attach a previously uploaded temporary file to a customer request.

Call upload_temporary_attachment first to obtain the temporary ID.

Args: issue_id_or_key: The issue key (e.g. "X000") or numeric issue ID. temp_attachment_id: The temporary attachment ID returned by upload_temporary_attachment. public: true — visible to customers; false — internal only. comment: (Optional) Comment to accompany the attachment.