> ## Documentation Index
> Fetch the complete documentation index at: https://docs.meetsquad.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Jira Service Management

> Turn customer requests into signals on their own, and reply to them from an agent flow.

Jira Service Management is where your customers' problems arrive in their own words. Connect it and every new service desk request becomes [signals](/signals) on its own, while an [agent](/agents) 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.

<Frame>
  <img className="block dark:hidden" src="https://mintcdn.com/squad/NVM9RUFBB2kdWosT/images/integrations-jira-light.png?fit=max&auto=format&n=NVM9RUFBB2kdWosT&q=85&s=f4803d773fa15491e023080abf29a6ab" alt="Jira Service Management integration settings" width="2880" height="1800" data-path="images/integrations-jira-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/squad/NVM9RUFBB2kdWosT/images/integrations-jira-dark.png?fit=max&auto=format&n=NVM9RUFBB2kdWosT&q=85&s=f2d54d7b9a6c88b6a01ad4bd07f3dc74" alt="Jira Service Management integration settings" width="2880" height="1800" data-path="images/integrations-jira-dark.png" />
</Frame>

## Connect

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

<Steps>
  <Step title="Approve Squad on Atlassian" icon="ticket">
    Click **Connect** and approve Squad on Atlassian's consent screen.
  </Step>

  <Step title="Squad registers the webhook" icon="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.
  </Step>

  <Step title="Choose what Squad watches" icon="list-checks">
    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.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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.

## Tools

<Tabs>
  <Tab title="Read">
    | Tool | What it does |
    | - | - |
    | **Get request** | The full request. Defaults to the one that triggered the run. |
    | **Get request comments** | The comment thread, defaulting to the triggering request. |
    | **Search requests** | Recent requests, optionally scoped to one service desk. |
    | **List service desks** | The service desks (projects) on your site. |
    | **List request types** | The request types for a service desk, needed before creating a request. |

    None of these bring a request into your feedback. That is the [Jira requests workflow](/workflows), which captures every new request whether or not an agent asks for it.
  </Tab>

  <Tab title="Write">
    | Tool | What it does |
    | - | - |
    | **Create request** | Opens a real customer request in your service desk. |
    | **Comment on request** | Posts a comment on a request. It defaults to a public reply, which your customer sees. |

    Creating a request needs a service desk ID and a request type ID, which the two list tools provide. Set a comment to an internal note and only your agents see it.

    <Warning>
      Both change your Jira instance. Each connection is set to **None**, **Read only** or **Read & write**, and a triggered agent needs **Read & write** to use these two. Chat is the exception. It gets write access to every connected integration, so you can post a public customer reply from chat without granting an agent anything.
    </Warning>
  </Tab>
</Tabs>

## Getting requests into your feedback

Switch on the **Jira requests** [workflow](/workflows) 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.

<Note>
  Requests raised before you switched the workflow on are not backfilled.
</Note>

## 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](/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.

## 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.


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