Jira Service Management Block

List service desks, create customer requests, retrieve a request by issue ID or key, and list requests through the Jira Service Management REST API. Authenticate with your Atlassian site URL, email, and API token.

Overview

When to Use

• Discover all service desks available in your Atlassian organization
• Create new customer requests (IT incidents, HR tickets, facilities requests, etc.) programmatically from a workflow
• Look up the current status and details of an existing request by its issue ID or key (e.g. SD-123)
• List and filter customer requests across a service desk for reporting or triage workflows
• Route incoming data (form submissions, webhook payloads, agent outputs) directly into Jira Service Management tickets
• Automate follow-up steps based on request details returned from the API

Configuration

Operation

Selects which Jira Service Management API action the block performs. This field is always required and drives which additional fields are shown.

Fields required per operation:

Service Desk ID

Shown for Create request and List requests operations.

The numeric ID of the service desk to target. Use the List service desks operation first to discover available IDs. Placeholder: 1.

Request Type ID

Shown for Create request only.

The numeric ID of the request type within the target service desk (e.g. 25). Request type IDs are project-specific and can be found in the Jira Service Management project settings or via the Atlassian REST API.

Request Field Values

Shown for Create request only.

A JSON object containing the field values for the new request. At minimum, provide summary. Include description and any other fields required by the chosen request type.

Example:

{"summary": "Need help", "description": "Details here"}

Issue ID or Key

Shown for Get request only.

The issue ID (numeric) or issue key (e.g. SD-123) of the customer request to retrieve. Placeholder: SD-123.

Limit

Shown for List service desks and List requests operations.

Maximum number of records to return per call. Leave blank to use the Atlassian API default. Placeholder: 50.

Site URL

Required for all operations.

Your Atlassian cloud base URL, without a trailing slash. Example: https://your-domain.atlassian.net.

Email

Required for all operations.

The email address associated with your Atlassian account. Used together with the API token for Basic authentication.

API Token

Required for all operations.

Your Atlassian API token (treated as a password field). Generate one at https://id.atlassian.com/manage-profile/security/api-tokens. Store it as a workflow secret and reference it with {{JIRA_API_TOKEN}}.

Inputs & Outputs

Inputs:

• operation (string) — Operation to perform; must be one of the four tool IDs listed above
• siteUrl (string) — Atlassian site URL
• email (string) — Atlassian account email
• apiToken (string) — Atlassian API token
• serviceDeskId (string) — Service desk ID (required for Create request; optional filter for List requests)
• requestTypeId (string) — Request type ID (required for Create request)
• requestFieldValues (json) — Request field values as a JSON object (required for Create request)
• issueIdOrKey (string) — Issue ID or key (required for Get request)
• limit (number) — Result limit (optional for List service desks and List requests)

Outputs:

• data (json) — Result object or array from Jira Service Management. For list operations this is an array of objects; for single-object operations (Create request, Get request) this is the request object itself.
• metadata (json) — Response metadata. For list operations: { count: number, isLastPage: boolean }. For single-object operations: { id: string, issueKey: string }.

Tools

Jira Service Management List Service Desks (jira_service_management_list_servicedesks) — Issues a GET to /rest/servicedeskapi/servicedesk and returns an array of all service desks available to the authenticated user. Accepts an optional limit query parameter.

Jira Service Management Create Request (jira_service_management_create_request) — Issues a POST to /rest/servicedeskapi/request to create a new customer request. Requires serviceDeskId, requestTypeId, and a requestFieldValues JSON object.

Jira Service Management Get Request (jira_service_management_get_request) — Issues a GET to /rest/servicedeskapi/request/{issueIdOrKey} to retrieve a single customer request by its issue ID or key.

Jira Service Management List Requests (jira_service_management_list_requests) — Issues a GET to /rest/servicedeskapi/request and returns an array of customer requests. Accepts an optional serviceDeskId filter and an optional limit.

YAML Example

jira_service_management_1:
  type: jira_service_management
  name: "Create Support Ticket"
  inputs:
    operation: "jira_service_management_create_request"
    siteUrl: "{{JIRA_SITE_URL}}"
    email: "{{JIRA_EMAIL}}"
    apiToken: "{{JIRA_API_TOKEN}}"
    serviceDeskId: "1"
    requestTypeId: "25"
    requestFieldValues: "{{trigger.requestFields}}"
  connections:
    outgoing:
      - target: next-block-id