JSM service desk

Jira Service Management (JSM) is Jira's help-desk layer, built on top of ordinary Jira issues. Customers submit requests through a portal (the customer-facing view) into a service desk (the underlying project); agents then work those requests using queues, SLAs (service level agreements — time-bound targets like "respond within 4 hours"), and optional approvals. This page covers the agent's JSM tools: requests, comments and participants, approvals and SLAs, portals and service desks, request types, organizations, and queues.

Example prompts

• "What service desks do I have access to?"
• "File an IT support request: my laptop won't boot, black screen on power-on."
• "What's the status of ITS-42?"
• "What request types are available on the IT Help desk?"
• "Add an internal note to ITS-42 saying we're waiting on a replacement part."
• "Add a public comment to ITS-42 telling the customer their part shipped."
• "What SLA does ITS-42 have, and is it at risk of breaching?"
• "Add jane.doe as a participant on ITS-42."
• "Approve the pending change request on ITS-55."
• "List my open requests."
• "What organizations are linked to the IT Help desk?"
• "Show me the queues on the IT Help desk and what's in the 'Unassigned' queue."
• "Create a new organization called Acme Corp and add three users to it."
• "What fields are required to raise a 'New laptop' request?"
• "Move ITS-42 to the next customer-facing status."

What's available

Requests

Tool	What it does
jsm_create_request	Create a new JSM customer request.
jsm_get_request	Get a JSM customer request by issue ID or key.
jsm_list_my_requests	List customer requests visible to the acting user.
jsm_get_request_status	Get the customer-facing status history of a request.
jsm_get_request_transitions	List customer-facing workflow transitions available on a request.
jsm_perform_customer_transition	Perform a customer-facing workflow transition on a request.

Comments & participants

Tool	What it does
jsm_add_comment	Add a comment to a request; public by default, set internal explicitly.
jsm_get_request_comment	Get a single comment on a request by comment ID.
jsm_get_request_comments	List comments on a request.
jsm_get_request_participants	List participants on a request.
jsm_add_request_participants	Add participants (by username) to a request.
jsm_remove_request_participants	Remove participants (by username) from a request. Requires confirmation.
jsm_attach_temporary_file	Upload one or more files as temporary attachments on a service desk.
jsm_add_request_attachment	Attach previously-uploaded temporary files to a request, with an optional comment.

Approvals & SLAs

Tool	What it does
jsm_get_request_approvals	List approvals on a request (e.g. change/service request approvals).
jsm_get_request_approval	Get a single approval on a request by ID.
jsm_get_request_approval_config	Get the comment-requirement configuration for an approval.
jsm_answer_approval	Answer a pending approval on a request (approve or decline).
jsm_get_request_sla	List SLA metrics tracked on a request (e.g. time to resolution).
jsm_get_request_sla_by_id	Get a single SLA metric's detail (breach/pause state, completed cycles).

Portals & service desks

Tool	What it does
jsm_get_info	Get runtime info about the JSM instance (version, build date, license status).
jsm_list_service_desks	List service desk projects visible to the acting user.
jsm_get_service_desk	Get a single service desk (service project) by ID.
jsm_list_portals	List customer portals — the customer-facing view of a service desk.
jsm_get_portal	Get a single customer portal by ID.
jsm_get_portal_by_project_key	Get a single customer portal by its underlying project key.
jsm_create_customer	Create a JSM customer account not yet associated with any service project.
jsm_add_service_desk_customers	Add existing customers (by username/email) to a service desk.

Request types

Tool	What it does
jsm_list_request_types	List request types available on a service desk.
jsm_get_request_type	Get a single request type by ID.
jsm_get_request_type_fields	Get the field definitions (including which are required) for a request type.
jsm_create_request_type	Create a request type on a service desk from an existing issue type.
jsm_update_request_type	Update a request type's name, description, or help text.
jsm_delete_request_type	Delete a request type from a service desk. Requires confirmation.
jsm_get_request_type_groups	Get the request type groups configured on a service desk. [Requires admin access]
jsm_get_request_type_permissions	Get the permission rules for who can raise a request type.
jsm_upsert_request_type_permissions	Fully overwrite the customer permissions for a request type.

Organizations

Tool	What it does
jsm_list_organizations	List JSM organizations (customer groupings) visible to the acting user.
jsm_get_organization	Get a single JSM organization by ID.
jsm_create_organization	Create a new JSM organization.
jsm_delete_organization	Delete a JSM organization. Requires confirmation.
jsm_get_organization_users	List users belonging to a JSM organization.
jsm_add_organization_users	Add users (by username) to a JSM organization.
jsm_remove_organization_users	Remove users (by username) from a JSM organization. Requires confirmation.
jsm_get_service_desk_organizations	List organizations linked to a service desk.
jsm_add_service_desk_organization	Link an organization to a service desk.
jsm_remove_service_desk_organization	Unlink an organization from a service desk. Requires confirmation.
jsm_get_organization_cleanup_preview	Preview which organizations a cleanup would remove, without deleting anything.
jsm_cleanup_organizations	Bulk-delete every organization the instance considers inactive.

Queues

Tool	What it does
jsm_list_queues	List queues on a service desk (agent-facing groupings of requests).
jsm_get_queue	Get a single queue by ID, including its JQL definition.
jsm_get_queue_issues	Get the issues currently in a queue.
jsm_create_queue	Create a new queue on a service desk from a name and a JQL definition.
jsm_update_queue	Update a queue's name, JQL, or displayed fields.
jsm_delete_queue	Delete a queue from a service desk. Requires confirmation.
jsm_reorder_queues	Reorder a service desk's queues in the desired display order.
jsm_get_queue_settings	Get queue-count display settings for a project's service desk.
jsm_set_project_queue_include_count	Set whether a project's service desk queues include an issue count.
jsm_set_project_queue_cache_count	Set whether a project's service desk queues use a cached issue count.
jsm_set_queue_include_count_global	Set instance-wide whether JSM queues include an issue count at all.
jsm_set_queue_cache_count_global	Set instance-wide whether JSM queues use a cached issue count.

Things to know

• Comments are public by default. jsm_add_comment posts a comment the customer can see unless you explicitly ask for an "internal" or "agent-only" note. This is easy to get wrong — always be specific when you want a note kept off the customer's view.
• A "request" is JSM's own object type (CustomerRequestDTO) — it has a status and a reporter like a regular issue, but its fields come back as a list of {fieldId, value} pairs rather than fixed properties, which the agent normalizes for you before showing it.
• Creating a request needs a serviceDeskId and requestTypeId. If you don't know them, ask the agent to list service desks and request types first — jsm_list_service_desks and jsm_list_request_types will do that.
• jsm_get_request_type_groups only works if the server has an admin token configured; it's the one tool on this page that's unavailable otherwise.
• Several tools that remove or delete things (participants, organizations, organization users, request types, queues, service desk/organization links) require explicit confirmation before they run — the agent will check with you first.

See docs/api-catalog.md for the complete technical reference (every field, every parameter). For errors, see Troubleshooting.