Integrations
Jira
How your agents raise, update and read requests in Jira Service Management and Jira, so work from customer conversations reaches the teams that do it.
Many organisations run their service requests in Jira Service Management, Atlassian's service desk product, or track operational work in Jira itself. When a conversation creates work for one of those teams, the agent raises it in the right project with the full context attached. The team works it through its usual workflow, and the agent reads the status back whenever the customer asks how things are going.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Raise a request with full context | Work arrives in the right project and request type, with a summary, the customer's details and the conversation attached | A resident reports a lift fault, and a request reaches the facilities team with the building, floor and time |
| Add a comment | Details from a later conversation are added to the open request | The resident calls back to say the lift is now stuck between floors, and this is added straight away |
| Move the request to another status | The request reflects what happened in the conversation, where your team has granted this | The agent moves a request to "waiting for customer" after asking for a photo |
| Read the status | Customers hear how their request is progressing without chasing your team | "An engineer has been assigned and the request is in progress" |
In Jira, a request moves between statuses through transitions (the permitted steps from one status to the next) that your administrators define. The agent can only use the transitions you grant it.
How it connects
The agent connects through Jira's standard API (application programming interface: the documented way other software exchanges data with it), using a dedicated integration account that your Jira administrators create and control. The credentials are stored encrypted in your deployment, and every call travels over TLS (Transport Layer Security, the standard encryption for data in transit) version 1.2 or higher.
The connection runs from your deployment in your chosen region. If your Jira runs in Atlassian's cloud, the agent connects to your site there. If it runs on your own servers, your IT team opens a network route from your deployment, as set out in What we need from your IT team. Which projects, request types and fields the agent uses is mapped with your team during implementation.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Browse the projects you name | Reading status for customers | Granted for named projects only |
| Create requests or issues | Passing work to your teams with full context | Granted for the request types you choose |
| Add comments | Adding information from later conversations | Granted as internal comments, unless you choose otherwise |
| Transition requests | Keeping status in step with the conversation | Only if you grant it, for the transitions you name |
| Delete, or administer projects | Not needed | Not requested |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. Every request the agent reads, raises or changes is logged in the audit trail, and status details are shared with a customer only after the identity check set for your deployment. See Permissions.
In practice
Sahel Crest Properties manages two residential towers in Dubai and runs facilities requests in Jira Service Management.
- Hassan, a resident, calls at 7pm to say water is leaking from the ceiling of his kitchen.
- The agent confirms who he is and which unit he lives in, asks when the leak started and whether it is getting worse, and raises an urgent request with the facilities team.
- Because the leak is spreading, the agent also hands the call to the duty manager, with a written brief, as the developer's escalation rules require.
- The next morning, Hassan messages on WhatsApp to ask what happens next. The agent reads the request and tells him a plumber is booked for 10am.
Related
- Service desk and ticketingIntegrations
- How integrations workIntegrations
- PermissionsIntegrations
- What we need from your IT teamIntegrations
- Handover to your teamAgents
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