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Jira Service Management is where your customers’ problems arrive in their own words. Connect it and every new service desk request becomes signals on its own, while an agent can start when a request lands and reply to the customer in their own ticket. One workflow, four triggers, five read tools and two write tools.
Jira Service Management integration settings

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Connect

Your site needs at least one service desk before you connect. Without one, connecting fails and tells you to create one first.

Approve Squad on Atlassian

Click Connect and approve Squad on Atlassian’s consent screen.

Squad registers the webhook

Squad resolves your Atlassian site, registers a webhook, and returns you to the detail page. It starts scoped to every service desk project on that site.

Choose what Squad watches

If the grant covers more than one Atlassian site, pick one under Select Atlassian site. Tick the projects you want under Choose spaces to monitor, then Save Selection. Squad re-registers the webhook against exactly those, and needs at least one.
Atlassian expires these webhooks after 30 days. Squad extends them as expiry approaches and deletes them when you disconnect. If every space you picked becomes unreachable, the connection shows Setup required. After three failed maintenance runs it shows Disconnected. Either way, reopen settings and save a valid selection.

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Triggers

Four, all fed by that webhook:
  • Request created. A new customer request arrives.
  • Comment added. Someone comments on a request.
  • Request updated. A request changes (status, priority, assignee, fields).
  • Request resolved. A request’s status moves to done.
The spaces list badges each project Service Desk or Jira Software. You can monitor either, and these four fire for both.

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Tools

None of these bring a request into your feedback. That is the Jira requests workflow, which captures every new request whether or not an agent asks for it.

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Getting requests into your feedback

Switch on the Jira requests workflow from the By Squad tab on the Agents page. Every new request in the service desks you scope it to is captured with its comment thread, turned into signals, and logged whether it captured, skipped or failed. Service desks only. The workflow reads through the Service Management API, so it offers your service desks and not the Jira Software projects the connection may also monitor.
Requests raised before you switched the workflow on are not backfilled.

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A worked example

Switch on the workflow so the requests arrive, then build an agent triggered on Request created for the part that needs judgement. It reads the request and its comments, checks them against your open goals, and posts an internal note naming the theme when it matches something you are already tracking. When it doesn’t, it leaves the request alone.

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Limits

The tools read and write Service Management requests only, even on a Jira Software project you monitor. One Atlassian site per connection. Squad starts on the first site in your grant and you can switch in settings, though switching clears your space selection. Public replies go to the customer, so hand out Read & write carefully.