Block: Jira Service Management Block

The Jira Service Management block covers all three JSM surfaces from one block: the service desk itself (requests, queues, request types, transitions, SLAs, comments, participants, customers, organizations, approvals), JSM Forms, and Assets/CMDB.

Overview

Property	Value
Type	`jira_service_management`
Category	`tools`
Color	`#0052CC`
Auth	Jira OAuth
Operations	43

Breaking change. JSM previously used Basic auth (site URL + email + API token). It now uses Jira OAuth, matching the Jira block and the rest of the Atlassian surface. Existing JSM workflows keep their tool ids and structure, but you must reconnect with a Jira account once — stored site URL / email / API token values no longer apply.

When to Use

Create, fetch, search, and transition customer requests on a service desk
Triage a queue — read requests, add public or internal comments, manage participants
Automate approvals and watch SLA state
Manage customers and organizations on a service desk
Fill, submit, and read JSM Forms attached to issues
Query and maintain Assets/CMDB objects, including AQL search

Configuration

Jira Account

Type: oauth-input (provider jira)
Required: always

Connect the Jira account that has access to your service desk.

The Jira OAuth provider requests JSM scopes (read:servicedesk-request, write:servicedesk-request, the granular *:jira-service-management set) and the CMDB scopes for Assets. If you connected a Jira account before JSM support was added, reconnect it — the older grant does not carry these scopes and every JSM call returns 403.

Jira Cloud ID

Type: short-input
Required: always
Placeholder: 1324a887-45db-1bf4-1e99-ef0ff456d421

Your site's cloud ID. Find it at https://your-site.atlassian.net/_edge/tenant_info.

Operation

Select the JSM action to perform. Every other field depends on this choice. Operations are grouped:

Group	Operations
Service desk	List service desks, Get queues, Get request types, Get request type fields, Create request, Get request, List requests, Get transitions, Transition request, Get SLA
Comments & people	Add comment, Get comments, Add participants, Get participants
Customers & orgs	Add customer, Get customers, Create organization, Add organization, Get organizations
Approvals	Get approvals, Answer approval
Forms	Get form templates, Get issue forms, Attach form, Get form, Get form structure, Get form answers, Save form answers, Submit form, Reopen form, Copy forms, Delete form, Externalise form, Internalise form
Assets (CMDB)	List object schemas, Get object schema, List object types, Get object type attributes, Search objects (AQL), Create object, Get object, Update object, Delete object

Forms requires the Forms (ProForma) product on your site, and Assets requires Jira Premium or above. Both are separate Atlassian products — the operations are present regardless, but they return errors if the product is not enabled.

Inputs & Outputs

Inputs

operation (string) — the JSM operation to perform
cloudId (string) — your Jira Cloud ID
Operation-specific fields, e.g. serviceDeskId, issueIdOrKey, requestTypeId, requestFieldValues, formId, objectId, qlQuery

Outputs

data (json) — the result payload from Jira Service Management
metadata (json) — response metadata such as paging counts

API surfaces

The three groups talk to different Atlassian APIs. All calls go direct to Atlassian — Zelaxy does not proxy them.

Group	Base URL
Service desk	`https://api.atlassian.com/ex/jira/{cloudId}/rest/servicedeskapi`
Forms	`https://api.atlassian.com/ex/jira/{cloudId}/forms`
Assets	`https://api.atlassian.com/ex/jira/{cloudId}/jsm/assets/workspace/{workspaceId}/v1`

Assets additionally resolves your workspace id automatically — one Assets workspace is provisioned per site.

YAML Example

jsm_1:
  type: jira_service_management
  name: "Create support request"
  inputs:
    operation: "jira_service_management_create_request"
    cloudId: "{{JIRA_CLOUD_ID}}"
    serviceDeskId: "1"
    requestTypeId: "10"
    requestFieldValues: '{"summary":"Laptop will not boot","description":"Dead on arrival"}'
  connections:
    outgoing:
      - target: next-block-id

Jira Service Management Block