> This page is for Workforce. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.merge.dev/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.merge.dev/_mcp/server. # 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