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# Jira Service Management

**Authentication:** OAuth or email and API token. See [Magic Link](/merge-agent-handler/features/magic-link) for the runtime auth flow, or [Application credentials](/merge-agent-handler/admin-setup/add-oauth-credentials) to bring your own OAuth app.

## Sample use cases

* Show me every open incident with priority `urgent` and the on-call assigned to each.
* Reassign all tickets in the `IT Help` queue from John to Maria for the day.
* Pull the median time-to-resolution for last month, grouped by request type.

## Available Tools

#### get\_approval\_details

Get detailed information about a specific approval including status, approver, and decision

#### respond\_to\_approval

Approve or deny a pending approval request with decision (approve/deny)

#### get\_attachment

Get detailed information about a specific attachment by ID including filename, size, author, and download URL

#### list\_customers

List customers for a service desk with pagination

#### add\_customers\_to\_service\_desk

Add customers to a service desk by account IDs

#### remove\_customers\_from\_service\_desk

Remove customers from a service desk by account IDs

#### get\_request\_participants

Get all participants (watchers) for a service request

#### add\_request\_participant

Add participants (watchers) to a service request - validates request access first

#### remove\_request\_participant

Remove participants (watchers) from a service request

#### search\_customers

Search customers by email address or display name across all pages

#### get\_info

Get Jira Service Management system information, version, and capabilities

#### search\_articles

Search knowledge base articles by query text with optional highlighting and pagination

#### get\_article

Get detailed content for a specific knowledge base article by ID

#### list\_organizations

List all organizations with pagination

#### create\_organization

Create a new organization with a unique name

#### get\_organization

Get detailed information about a specific organization by ID

#### get\_organization\_users

Get all users who belong to a specific organization with pagination

#### list\_requests

List customer service requests for the authenticated user with optional filtering and pagination

#### get\_request

Get detailed information for a service request by ID or key. Supports expansion of related fields like participant, status, sla, requestType, serviceDesk

#### create\_request

Create a new service request with summary, description, and custom fields

#### get\_request\_status

Get current status and available transitions for a request

#### get\_request\_transitions

Get available status changes (workflow transitions) for a request

#### transition\_request

Transition request to new status with validation

#### get\_request\_comments

Get all comments (public/internal) for a service request

#### add\_request\_comment

Add a public or internal comment to a service request

#### get\_request\_attachments

Get all file attachments for a service request

#### get\_request\_sla

Get SLA information and breach status for a request

#### get\_request\_approvals

Get approval workflow information for a request

#### search\_requests

Search requests by service desk, status, type, owner, or text query

#### get\_request\_types

List all available request types for a service desk with optional filtering and pagination

#### get\_request\_type

Get detailed information about a specific request type including name, description, and help text

#### get\_request\_type\_fields

Get all required and optional fields for a specific request type including field types, validation rules, and options

#### discover\_required\_fields

🔍 ESSENTIAL PRE-CREATE STEP: Discover required, custom, and recommended fields for request types

#### list\_service\_desks

List all available service desks with pagination

#### get\_service\_desk

Get detailed information about a specific service desk

#### create\_service\_desk

Create a new service desk with name, key, and project

#### get\_service\_desk\_queues

Get all queues (filtered views) for a service desk

#### test\_jsm\_connection

Test JSM connection and authentication for debugging

#### diagnose\_service\_desk\_issue

Diagnose specific service desk access issues

#### get\_service\_desk\_info

Get basic service desk information

#### check\_service\_desk\_access

Check if user can access a service desk