VX Agents

OpenAPI Marketplace · Customer Support

Jira Service Management

v1.0.0 · 16 endpoints · 0 connections · shared by vx.ai

Lets an agent run a Jira Service Management help desk: find service desks, request types and queues, raise and look up customer requests, read SLAs and comments, reply, and move requests through their workflow. Curated from Atlassian's official OpenAPI specification.

Connect this API to an AI agent Browse all specs

What you can do with Jira Service Management via MCP

Every endpoint below becomes a governed tool your AI agent (Claude, ChatGPT, or a customer-facing VX agent) can call — with scoped permissions, sandbox testing, and audit logs.

MethodPathOperationDescription
GET /rest/servicedeskapi/servicedesk getServiceDesks List the service desks (help desk projects) you can access
GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype getRequestTypes List the request types customers can raise in a service desk
GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field getRequestTypeFields List the fields (and which are required) for a request type
GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/queue getQueues List the agent queues of a service desk
GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/queue/{queueId}/issue getIssuesInQueue List the requests currently in a queue
GET /rest/servicedeskapi/request getCustomerRequests Search customer requests by text, status, service desk or request type
POST /rest/servicedeskapi/request createCustomerRequest Raise a new customer request in a service desk
GET /rest/servicedeskapi/request/{issueIdOrKey} getCustomerRequest Get one customer request with its fields and current status
GET /rest/servicedeskapi/request/{issueIdOrKey}/status getRequestStatusHistory Get the status history of a request
GET /rest/servicedeskapi/request/{issueIdOrKey}/comment getRequestComments List public replies and internal notes on a request
POST /rest/servicedeskapi/request/{issueIdOrKey}/comment addRequestComment Reply to the customer (public) or add an internal note
GET /rest/servicedeskapi/request/{issueIdOrKey}/sla getRequestSla Get SLA timers (time to first response, time to resolution) for a request
GET /rest/servicedeskapi/request/{issueIdOrKey}/participant getRequestParticipants List the people participating in a request
GET /rest/servicedeskapi/request/{issueIdOrKey}/transition getRequestTransitions List the workflow transitions available for a request
POST /rest/servicedeskapi/request/{issueIdOrKey}/transition transitionRequest Move a request to another status (e.g. resolve), with an optional comment
GET /rest/servicedeskapi/knowledgebase/article searchKnowledgeBase Search knowledge base articles to suggest answers

Authentication

basicAuth

HTTP Basic

HTTP Basic auth with your Atlassian account email as the username and an API token as the password.

How to get a credential

  1. Sign in at https://id.atlassian.com/manage-profile/security/api-tokens with the account the agent should act as (ideally a dedicated service-desk agent account).
  2. Click Create API token, name it (for example VX Agents) and pick an expiry.
  3. Copy the token (it is shown once).
  4. Make sure the account has a Jira Service Management agent licence and is in the service project's Service Desk Team role (customers only see their own requests).
  5. Note your site name: the acme in https://acme.atlassian.net. Set it as the site server variable.

Permissions used

Access follows the account's project roles (OAuth apps use the matching read:/write:servicedesk-request scopes).

Role / scope Operations
Agent or customer, read (read:servicedesk-request) getServiceDesks, getRequestTypes, getRequestTypeFields, getCustomerRequests, getCustomerRequest, getRequestStatusHistory, getRequestComments, getRequestSla, getRequestParticipants, getRequestTransitions, searchKnowledgeBase
Agent only, read getQueues, getIssuesInQueue
Write (write:servicedesk-request) createCustomerRequest, addRequestComment, transitionRequest

Common errors

  • 401 Unauthorized: wrong email/token pair, expired token, or the site name is wrong. Recreate the token and check site.
  • 403 Forbidden: the account is not an agent on that service project (queues and internal comments need the agent role).
  • 400 Bad Request: missing required request-type fields. Call getRequestTypeFields first and send every required field in requestFieldValues.
  • 404 Not Found: unknown service desk, request type or issue key, or the account cannot see it.
  • 429 Too Many Requests: Atlassian rate limit; wait for Retry-After and retry.

Store the email and API token as a VX Agents credential (Basic auth) for this spec; never paste the token into chat.

Usage guide

Setup

  • Credential: Basic auth with the Atlassian account email + API token (id.atlassian.com > Security > API tokens). Use an account with a Jira Service Management agent licence; customers only see their own requests and cannot read queues.
  • Set the site server variable to your site name (acme for https://acme.atlassian.net). The default your-domain will not work.
  • Worth pinning: serviceDeskId (from getServiceDesks) and the request types you use most.

Work the help desk

  1. getServiceDesks to find the service desk id, then getQueues and getIssuesInQueue to see open work.
  2. getCustomerRequests with searchTerm, serviceDeskId, requestStatus=OPEN_REQUESTS and requestOwnership=ALL_REQUESTS (agents) to find requests.
  3. getCustomerRequest, getRequestComments, getRequestSla and getRequestStatusHistory to understand a request before acting.
  4. searchKnowledgeBase (query, highlight=false) to find an article to point the customer to.
  5. Reply with addRequestComment: {"body": "...", "public": true} for the customer, public: false for an internal note.
  6. To resolve or move a request: getRequestTransitions, then transitionRequest with the transition id and an optional additionalComment.

Raise a request

  1. getRequestTypes for the service desk, then getRequestTypeFields to see required fields.
  2. createCustomerRequest with serviceDeskId, requestTypeId and requestFieldValues (e.g. summary, description); set raiseOnBehalfOf to the customer's email or accountId when raising for someone else.

Confirm before writing: show the user the comment text (and whether it is public), the target status of a transition, or the new request's fields, and wait for approval before addRequestComment, transitionRequest or createCustomerRequest. Public comments email the customer.

Good to know

  • issueIdOrKey accepts the key (HELP-123) or numeric id.
  • Lists use start and limit (default 50) and return isLastPage.
  • Dates come back as objects with iso8601, epochMillis and friendly.
  • SLA ongoingCycle.breached: true means the SLA is already missed.
  • 429 means rate limited: wait Retry-After seconds.

How to use this spec

  1. Create a free VX Agents account (sandbox tools included).
  2. Open the marketplace and connect “Jira Service Management” to an agent.
  3. Expose it as an MCP server for Claude/ChatGPT, or chat with it directly.

Related APIs

  • Front Shared Inbox — Lets an agent work a Front shared inbox: list and search conversations, read messages and internal comments, look up co…
  • Zendesk Support Tickets — Lets an agent run a Zendesk Support queue: search and list tickets, read the conversation, create tickets, and update s…
  • Intercom Conversations & Contacts — Lets an agent triage an Intercom support inbox: search and read conversations, reply as an admin, assign, tag, snooze o…
  • HubSpot Service Tickets — Find, read, create and update support tickets in HubSpot Service Hub: search tickets by status, owner, priority or any …