Skip to main content

Jira Service Management MCP Server

Create a powerful Model Context Protocol (MCP) server for Jira Service Management (formerly Jira Service Desk) in minutes with our AI Gateway. This guide walks you through setting up seamless IT service management integration with customer support capabilities and instant OAuth authentication.

About Jira Service Management API​

Jira Service Management is Atlassian's IT service management (ITSM) solution that empowers teams to deliver great service experiences. This MCP server provides comprehensive access to Service Desk API functionality including request management, customer support, and service desk operations.

Available Capabilities​

  • User Information: Get current authenticated user details
  • Service Desk Management: List and manage service desks
  • Request Management: Create, view, and manage customer requests
  • Request Types: Configure and manage request types
  • Queue Management: Access and manage service desk queues
  • Comment System: Add and manage comments on requests
  • Attachment Handling: Upload and manage request attachments
  • Customer Management: View and manage service desk customers
  • Authentication: OAuth 2.0 with Atlassian

API Features​

  • RESTful API: Standard HTTP/JSON Service Desk API
  • OAuth 2.0: Secure authentication with granular scopes
  • Rate Limiting: Fair usage policies
  • Comprehensive ITSM Operations: Full service desk functionality
  • Pagination: Efficient data retrieval with pagination support
  • Real-time Updates: Access to live service desk data

What You Can Do with Jira Service Management MCP Server​

The MCP server provides comprehensive Jira Service Management functionality, enabling AI agents to:

Service Desk Management​

  • Service Desk Operations
    • "List all service desks I have access to"
    • "Get details for the IT support service desk"
    • "View service desk configuration and settings"
    • "Check service desk permissions and access"

Request Management​

  • Customer Request Operations

    • "Create a new IT support request for password reset"
    • "List all open requests in the service desk"
    • "Get details for request SUP-123"
    • "View all requests assigned to me"
    • "Search requests by keyword or status"

  • Request Processing

    • "Add internal comment to request about resolution"
    • "Upload screenshot attachment to bug report"
    • "Update request status and priority"
    • "Assign request to appropriate team member"

Request Type Management​

  • Request Type Operations
    • "List all available request types for IT service desk"
    • "Get configuration for 'Software Installation' request type"
    • "View request type fields and requirements"
    • "Check which request types are available to customers"

Queue and Workflow Management​

  • Queue Operations
    • "Show all issues in the 'Open requests' queue"
    • "List requests waiting for approval"
    • "Get count of issues in each queue"
    • "View queue configurations and JQL queries"

Customer Management​

  • Customer Operations
    • "List all customers for the service desk"
    • "Search for customer by email or name"
    • "View customer request history"
    • "Check customer access permissions"

Comment and Communication​

  • Comment Management
    • "Add public comment visible to customer"
    • "Add internal note for agent reference"
    • "View all comments on a request"
    • "Filter public vs internal comments"

Attachment Handling​

  • Attachment Operations
    • "View all attachments on a request"
    • "Download attachment for analysis"
    • "Get attachment metadata and file info"
    • "List large attachments across requests"

User Information​

  • Current User Access
    • "Get my user profile and permissions"
    • "Check my account details and access level"
    • "Verify authentication status"
    • "View my assigned requests and workload"

Prerequisites​

  • Access to Cequence AI Gateway
  • Jira Service Management instance
  • Admin or agent permissions
  • OAuth 2.0 app configuration

Step 1: Configure Jira Service Management API Access​

1.1 Create OAuth 2.0 App​

  1. Go to developer.atlassian.com
  2. Create new app OAuth 2.0 integration
  3. Configure app:
    • App name: "AI Gateway JSM Integration"
    • Permissions: Select required scopes
    • Callback URL: From AI Gateway

1.2 Configure Permissions​

Available scopes:

  • read:jira-user
  • read:servicedesk-request
  • write:servicedesk-request
  • read:servicedesk-customer
  • write:servicedesk-customer
  • manage:servicedesk-customer
  • read:request-attachment:servicedesk
  • write:request-attachment:servicedesk
  • read:request-comment:servicedesk
  • write:request-comment:servicedesk

1.3 Get Credentials​

Save:

  • Client ID
  • Client Secret
  • Cloud ID (your-domain.atlassian.net)

1.4 Configure Service Desk​

  1. Set up service desk project
  2. Configure request types
  3. Set up customer portal
  4. Define SLAs

Step 2-4: Standard Setup​

Follow standard steps to access AI Gateway, find Jira Service Management API, and create MCP server.

Step 5: Configure API Endpoints​

  1. Base URL: https://api.atlassian.com/ex/jira/{cloudId}
  2. Available Endpoints:
    • /rest/api/3/myself - Get current user information
    • /rest/servicedeskapi/info - Get service desk API info
    • /rest/servicedeskapi/servicedesk - List service desks
    • /rest/servicedeskapi/servicedesk/{serviceDeskId} - Get service desk details
    • /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype - Get request types
    • /rest/servicedeskapi/request - Create and list customer requests
    • /rest/servicedeskapi/request/{issueIdOrKey} - Get specific request
    • /rest/servicedeskapi/request/{issueIdOrKey}/comment - Manage request comments
    • /rest/servicedeskapi/request/{issueIdOrKey}/attachment - Handle attachments
    • /rest/servicedeskapi/servicedesk/{serviceDeskId}/queue - Access service desk queues
    • /rest/servicedeskapi/servicedesk/{serviceDeskId}/customer - Manage customers
  3. Click Next

Step 6: MCP Server Configuration​

  1. Name: "Jira Service Management"
  2. Description: "IT service desk and support"
  3. Timeout: 30 seconds
  4. Click Next

Step 7: Configure Authentication​

  1. Authentication Type: OAuth 2.0 (3LO)
  2. Authorization URL: https://auth.atlassian.com/authorize
  3. Token URL: https://auth.atlassian.com/oauth/token
  4. Client ID & Secret: From app
  5. Configure scopes

Available Jira Service Management API Operations​

User APIs​

  • Current User
    • Get current user information (/rest/api/3/myself)
    • View account details and permissions
    • Check authentication status and access level

Service Desk APIs​

  • Service Desk Management
    • List all service desks (/rest/servicedeskapi/servicedesk)
    • Get service desk details (/rest/servicedeskapi/servicedesk/{serviceDeskId})
    • Get service desk API info (/rest/servicedeskapi/info)
    • View API version and capabilities

Request Management APIs​

  • Customer Requests
    • Create new customer request (POST /rest/servicedeskapi/request)
    • List all service requests (GET /rest/servicedeskapi/request)
    • Get specific request details (/rest/servicedeskapi/request/{issueIdOrKey})
    • Search and filter requests by criteria

Request Type APIs​

  • Request Type Management
    • List request types for service desk (/rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype)
    • Get specific request type details (/rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId})
    • View request type fields and configuration

Queue Management APIs​

  • Service Desk Queues
    • List service desk queues (/rest/servicedeskapi/servicedesk/{serviceDeskId}/queue)
    • Get issues in specific queue (/rest/servicedeskapi/servicedesk/{serviceDeskId}/queue/{queueId}/issue)
    • View queue statistics and counts

Comment APIs​

  • Request Comments
    • Get request comments (/rest/servicedeskapi/request/{issueIdOrKey}/comment)
    • Add public and internal comments
    • Filter comments by visibility (public/internal)
    • View comment history and authors

Attachment APIs​

  • Request Attachments
    • List request attachments (/rest/servicedeskapi/request/{issueIdOrKey}/attachment)
    • View attachment metadata (filename, size, type)
    • Download attachment content
    • Manage attachment permissions

Customer Management APIs​

  • Service Desk Customers
    • List service desk customers (/rest/servicedeskapi/servicedesk/{serviceDeskId}/customer)
    • Search customers by query
    • View customer details and permissions
    • Manage customer access

Step 8-10: Complete Setup​

Configure security settings, choose deployment options, and deploy your server.

Using Your Jira Service Management MCP Server​

With Claude Desktop​

{
  "servers": {
    "jira-service-management": {
      "url": "your-mcp-server-url",
      "auth": {
        "type": "oauth2",
        "client_id": "your-client-id",
        "client_secret": "your-client-secret",
        "cloud_id": "your-cloud-id"
      }
    }
  }
}

Natural Language Commands​

  • "Create a new IT support request for password reset"
  • "List all open requests in the support queue"
  • "Get details for request SUP-123 including comments"
  • "Show all request types available for IT service desk"
  • "List customers who submitted requests this week"
  • "Add internal comment to request about troubleshooting steps"
  • "View all high priority requests waiting for approval"
  • "Get queue statistics for the escalation queue"
  • "Search requests containing 'login issue' in description"
  • "Show my current user permissions and service desk access"

API Integration Example​

// Initialize MCP client
const mcpClient = new MCPClient({
  serverUrl: 'your-mcp-server-url',
  auth: {
    type: 'oauth2',
    clientId: 'your-client-id',
    clientSecret: 'your-client-secret'
  }
});

// List all service desks
const serviceDesks = await mcpClient.jsm.getServiceDesks();
console.log(`Found ${serviceDesks.size} service desks`);

// Get request types for a service desk
const requestTypes = await mcpClient.jsm.getRequestTypes({
  serviceDeskId: '1'
});
console.log(`Available request types: ${requestTypes.size}`);

// Create a new customer request
const newRequest = await mcpClient.jsm.createCustomerRequest({
  serviceDeskId: '1',
  requestTypeId: '1',
  summary: 'Password reset request',
  description: 'User unable to access account after password expiry',
  requestFieldValues: {
    priority: 'High',
    components: ['Authentication']
  }
});
console.log(`Created request: ${newRequest.issueKey}`);

// Get all requests
const allRequests = await mcpClient.jsm.getServiceRequests({
  limit: 25
});

// Get request details with comments
const requestDetails = await mcpClient.jsm.getCustomerRequest({
  issueIdOrKey: 'SUP-123'
});

// Get comments for a request
const comments = await mcpClient.jsm.getRequestComments({
  issueIdOrKey: 'SUP-123',
  public: true
});

// Get service desk queues
const queues = await mcpClient.jsm.getServiceDeskQueues({
  serviceDeskId: '1',
  includeCount: true
});

// Get customers for service desk
const customers = await mcpClient.jsm.getServiceDeskCustomers({
  serviceDeskId: '1',
  query: 'john@company.com'
});

// Get attachments for a request
const attachments = await mcpClient.jsm.getRequestAttachments({
  issueIdOrKey: 'SUP-123'
});

Common Use Cases​

IT Service Management​

  • Help desk request creation and tracking
  • Incident management and escalation
  • Change request workflows
  • Asset and configuration management
  • SLA monitoring and reporting

Customer Support Operations​

  • Customer request routing and assignment
  • Support ticket lifecycle management
  • Customer communication and updates
  • Knowledge base integration
  • Self-service portal automation

HR Service Delivery​

  • Employee onboarding requests
  • IT provisioning and deprovisioning
  • Access request management
  • Policy and compliance tracking
  • Employee lifecycle services

Facilities Management​

  • Workspace requests and reservations
  • Equipment provisioning
  • Maintenance request tracking
  • Vendor management
  • Safety and security requests

Integration Workflows​

  • Automated request creation from monitoring alerts
  • Slack/Teams integration for request updates
  • Email-to-ticket conversion
  • ITSM tool synchronization
  • Custom automation and workflows

Best Practices​

  1. Authentication:

    • Store OAuth credentials securely
    • Implement token refresh
    • Handle auth errors gracefully
    • Monitor token expiration

  2. API Usage:

    • Respect rate limits
    • Cache user information
    • Handle errors appropriately
    • Log API interactions

  3. Integration:

    • Test authentication flow
    • Validate API responses
    • Monitor service availability
    • Document limitations

Troubleshooting​

Common Issues​

  1. Authentication Errors

    • Verify OAuth app setup
    • Check permissions
    • Confirm cloud ID
    • Review scopes

  2. Request Creation

    • Validate required fields
    • Check request type
    • Verify permissions
    • Review field mappings

  3. SLA Issues

    • Check calendar config
    • Verify conditions
    • Review goal settings
    • Monitor time zones

Getting Help​