Jira Service Management

Overview

Integrate with Jira Service Management for IT service management. Create and manage service requests, handle customers and organizations, track SLAs, and manage queues.

How to automate Jira Service Management with SteelEngine

1. 01

   Create a free account

   Sign up at steelengine.com in seconds. No credit card required. Your workspace is ready immediately.

2. 02

   Add Jira Service Management block

   Open a workflow and add the Jira Service Management block to the canvas. Connect your Jira Service Management account with one-click OAuth.

3. 03

   Configure, connect, and run

   Pick the tool you need, connect its inputs and outputs, and run. Your Jira Service Management automation is live.

Workflow triggers

Connect Jira Service Management webhooks to SteelEngine to start your workflow immediately when matching events arrive. Event fields are available as variables inside your workflow.

• Webhook

  JSM Request Created

  Trigger workflow when a new service request is created in Jira Service Management

• Webhook

  JSM Request Updated

  Trigger workflow when a service request is updated in Jira Service Management

• Webhook

  JSM Request Commented

  Trigger workflow when a comment is added to a Jira Service Management request

• Webhook

  JSM Request Resolved

  Trigger workflow when a service request is resolved in Jira Service Management

• Webhook

  JSM Webhook (All Events)

  Trigger workflow on any Jira Service Management webhook event

Supported tools

34 Jira Service Management tools available in SteelEngine

• Get Service Desks

  Get all service desks from Jira Service Management

• Get Request Types

  Get request types for a service desk in Jira Service Management

• Create Request

  Create a new service request in Jira Service Management

• Get Request

  Get a single service request from Jira Service Management

• Get Requests

  Get multiple service requests from Jira Service Management

• Add Comment

  Add a comment (public or internal) to a service request in Jira Service Management

• Get Comments

  Get comments for a service request in Jira Service Management

• Get Customers

  Get customers for a service desk in Jira Service Management

• Add Customer

  Add customers to a service desk in Jira Service Management

• Get Organizations

  Get organizations for a service desk in Jira Service Management

• Create Organization

  Create a new organization in Jira Service Management

• Add Organization

  Add an organization to a service desk in Jira Service Management

• Get Queues

  Get queues for a service desk in Jira Service Management

• Get SLA

  Get SLA information for a service request in Jira Service Management

• Get Transitions

  Get available transitions for a service request in Jira Service Management

• Transition Request

  Transition a service request to a new status in Jira Service Management

• Get Participants

  Get participants for a request in Jira Service Management

• Add Participants

  Add participants to a request in Jira Service Management

• Get Approvals

  Get approvals for a request in Jira Service Management

• Answer Approval

  Approve or decline an approval request in Jira Service Management

• Get Request Type Fields

  Get the fields required to create a request of a specific type in Jira Service Management

• Attach Form

  Attach a form template to an existing Jira issue or JSM request

• Copy Forms

  Copy forms from one Jira issue to another

• Delete Form

  Remove a form from a Jira issue or JSM request

• Make Form External

  Make a form visible to customers on a Jira issue or JSM request

• Get Form

  Get a single form with full design, state, and answers from a Jira issue

• Get Form Answers

  Get simplified answers from a form attached to a Jira issue or JSM request

• Get Form Structure

  Get the full structure of a ProForma/JSM form including all questions, field types, choices, layout, and conditions

• Get Form Templates

  List forms (ProForma/JSM Forms) in a Jira project to discover form IDs for request types

• Get Issue Forms

  List forms (ProForma/JSM Forms) attached to a Jira issue with metadata (name, submitted status, lock)

• Make Form Internal

  Make a form internal only (not visible to customers) on a Jira issue or JSM request

• Reopen Form

  Reopen a submitted form on a Jira issue or JSM request, allowing further edits

• Save Form Answers

  Save answers to a form attached to a Jira issue or JSM request

• Submit Form

  Submit a form on a Jira issue or JSM request, locking it from further edits

Frequently asked questions