Tool: Jira Service Management Tools

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

All 43 tools call Atlassian directly and authenticate with Jira OAuth.

Overview

Property	Value
Block	`jira_service_management`
Auth	Jira OAuth (`provider: jira`)
Tools	43

Breaking change. These tools previously used Basic auth (site URL + email + API token) and now use Jira OAuth. Tool ids are unchanged, so saved workflows keep their structure — but you must reconnect the Jira credential once.

If you connected Jira before JSM support landed, reconnect it. The Jira OAuth provider now requests service desk scopes (read:servicedesk-request, write:servicedesk-request, the granular *:jira-service-management set) plus CMDB scopes for Assets. An older grant does not carry them, and every JSM call returns 403 until you re-authorise.

Common parameters

Every tool takes:

Parameter	Description
`accessToken`	Supplied automatically from your connected Jira credential
`cloudId`	Your Jira Cloud ID — find it at `https://your-site.atlassian.net/_edge/tenant_info`

Service desk

https://api.atlassian.com/ex/jira/{cloudId}/rest/servicedeskapi

Tool	Description
`jira_service_management_list_servicedesks`	List the service desks on your site
`jira_service_management_get_queues`	List a service desk's queues
`jira_service_management_get_request_types`	List request types for a service desk
`jira_service_management_get_request_type_fields`	Fields required to raise a given request type
`jira_service_management_create_request`	Raise a customer request
`jira_service_management_get_request`	Fetch a single request by issue id or key
`jira_service_management_list_requests`	Search requests by service desk, status, ownership, or text
`jira_service_management_get_transitions`	List transitions available on a request
`jira_service_management_transition_request`	Move a request to another status
`jira_service_management_get_sla`	Read SLA state for a request

Comments & people

Tool	Description
`jira_service_management_add_comment`	Add a comment, public or internal
`jira_service_management_get_comments`	List a request's comments
`jira_service_management_add_participants`	Add participants to a request
`jira_service_management_get_participants`	List a request's participants

Comments are internal by default in JSM. Set the public flag when adding a comment if the customer should see it — this is the most common surprise when automating replies.

Customers & organizations

Tool	Description
`jira_service_management_add_customer`	Add customers to a service desk
`jira_service_management_get_customers`	List or search a service desk's customers
`jira_service_management_create_organization`	Create an organization
`jira_service_management_add_organization`	Attach an organization to a service desk
`jira_service_management_get_organizations`	List a service desk's organizations

Approvals

Tool	Description
`jira_service_management_get_approvals`	List a request's approvals
`jira_service_management_answer_approval`	Approve or decline an approval

Forms

https://api.atlassian.com/ex/jira/{cloudId}/forms — requires the Forms (ProForma) product.

Tool	Description
`jira_service_management_get_form_templates`	List a project's form templates
`jira_service_management_get_issue_forms`	List forms attached to an issue
`jira_service_management_attach_form`	Attach a form template to an issue
`jira_service_management_get_form`	Fetch a form on an issue
`jira_service_management_get_form_structure`	Fetch a form template's structure
`jira_service_management_get_form_answers`	Read a form's answers
`jira_service_management_save_form_answers`	Save answers to a form
`jira_service_management_submit_form`	Submit a form
`jira_service_management_reopen_form`	Reopen a submitted form
`jira_service_management_copy_forms`	Copy forms between issues
`jira_service_management_delete_form`	Delete a form from an issue
`jira_service_management_externalise_form`	Make a form visible to the customer
`jira_service_management_internalise_form`	Make a form internal-only

Assets (CMDB)

https://api.atlassian.com/ex/jira/{cloudId}/jsm/assets/workspace/{workspaceId}/v1 — requires Jira Premium or above.

Tool	Description
`jira_service_management_list_object_schemas`	List Assets object schemas
`jira_service_management_get_object_schema`	Fetch a schema
`jira_service_management_list_object_types`	List a schema's object types
`jira_service_management_get_object_type_attributes`	List an object type's attributes
`jira_service_management_search_objects_aql`	Search objects with AQL
`jira_service_management_create_object`	Create an object
`jira_service_management_get_object`	Fetch an object
`jira_service_management_update_object`	Update an object's attributes
`jira_service_management_delete_object`	Delete an object

Assets resolves your workspace id automatically — Atlassian provisions one Assets workspace per site, so you only supply the cloud ID.

Trigger mode

The block can also run as a trigger, starting a workflow when a request is created, updated, commented on, or resolved. See the Jira Service Management webhook trigger.

Outputs

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

Jira Service Management Tools