Atlassian Jira Service Desk

the atlassian jira service desk connector enables streamlined interaction with jira service desk for issue tracking and service management directly through the swimlane platform atlassian jira service desk is a versatile platform for managing it service requests and incident reporting this connector allows swimlane turbine users to create, update, and manage jira service desk customer requests directly within the swimlane ecosystem by integrating with jira service desk, users can automate ticket creation, comment management, and request tracking, streamlining the incident response process and enhancing collaboration between it support and security teams the connector's actions enable seamless communication with jira's api, providing a powerful tool for incident management and resolution limitations none to date supported versions this atlassian jira service desk connector uses the latest version api additional docs atlassian jira service desk authentication link https //developer atlassian com/cloud/jira/platform/rest/v3/intro/#authenticationatlassian jira service desk roles and permissions link https //developer atlassian com/cloud/jira/service desk/rest/intro/#permissionsatlassian jira service desk api documentation link https //developer atlassian com/cloud/jira/service desk/rest/api group request/#api group request configuration prerequisites to effectively utilize the atlassian jira service desk connector in swimlane turbine, ensure you have the following bearer token authentication with the following parameters url the base url for your jira service desk instance access token a valid access token for authenticating api requests basic authentication with the following parameters url the base url for your jira service desk instance username your jira service desk username password a secure api token generated from your atlassian account for authentication purposes authentication methods bearer token authentication url the base url for your jira service desk instance access token a access token obtained through an oauth process for secure access http basic authentication url the base url for your jira service desk instance username your jira service desk username password a secure api token generated from your atlassian account for authentication purposes capabilities this atlassian jira service desk connector provides the following capabilities create customer request create request comment get customer request by id or key get customer requests get request comment by id get request comments create customer request this method creates a customer request in a service desk the json request must include the service desk and customer request type, as well as any fields that are required for the request type a list of the fields required by a customer request type can be obtained using servicedesk/{servicedeskid}/requesttype/{requesttypeid}/field the fields required for a customer request type depend on the user's permissions raiseonbehalfof is not available to users who have the customer permission only requestparticipants is not available to users who have the customer permission only or if the feature is turned off for customers requestfieldvalues is a map of jira field ids and their values see field input formats, for details of each field's json semantics and the values they can take permissions required permission to create requests in the specified service desk atlassian jira service desk documentation for this action can be found here https //developer atlassian com/cloud/jira/service desk/rest/api group request/#api rest servicedeskapi request post create request comment this method creates a public or private (internal) comment on a customer request, with the comment visibility set by public the user recorded as the author of the comment permissions required user has add comments permission request limitations customers can set comments to public visibility only atlassian jira service desk documentation for this action can be found here https //developer atlassian com/cloud/jira/service desk/rest/api group request/#api rest servicedeskapi request issueidorkey comment post get customer request by id or key this method returns a customer request permissions required permission to access the specified service desk response limitations for customers, only a request they created, was created on their behalf, or they are participating in will be returned note requestfieldvalues does not include hidden fields to get a list of request type fields that includes hidden fields, see /rest/servicedeskapi/servicedesk/{servicedeskid}/requesttype/{requesttypeid}/field atlassian jira service desk documentation for this action can be found here https //developer atlassian com/cloud/jira/service desk/rest/api group request/#api rest servicedeskapi request issueidorkey get get customer requests this method returns all customer requests for the user executing the query the returned customer requests are ordered chronologically by the latest activity on each request for example, the latest status transition or comment permissions required permission to access the specified service desk response limitations for customers, the list returned will include request they created (or were created on their behalf) or are participating in only atlassian jira service desk documentation for this action can be found here https //developer atlassian com/cloud/jira/service desk/rest/api group request/#api rest servicedeskapi request get get request comment by id this method returns details of a customer request's comment permissions required permission to view the customer request response limitations customers can only view public comments on requests where they are the reporter or a participant whereas agents can see both internal and public comments atlassian jira service desk documentation for this action can be found here https //developer atlassian com/cloud/jira/service desk/rest/api group request/#api rest servicedeskapi request issueidorkey comment commentid get get request comments this method returns all comments on a customer request no permissions error is provided if, for example, the user doesn't have access to the service desk or request, the method simply returns an empty response permissions required permission to view the customer request response limitations customers are returned public comments only atlassian jira service desk documentation for this action can be found here https //developer atlassian com/cloud/jira/service desk/rest/api group request/#api rest servicedeskapi request issueidorkey comment get configurations jira service desk http basic authentication authenticates using username and api token configuration parameters parameter description type required url a url to the target host string required username username string required password a secure api token generated from your atlassian account for authentication purposes string required verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional jira service desk http bearer authentication authenticates using access token configuration parameters parameter description type required url a url to the target host string required token a bearer access token obtained through an oauth process for secure access string required verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional actions create customer request this method creates a customer request in a service desk endpoint url /rest/servicedeskapi/request method post input argument name type required description channel string optional (experimental) shows extra information for the request channel form object optional provides answers to the form associated with a request type that is attached to the request on creation jira fields should be omitted from requestfieldvalues if they are linked to form answers form answers in adf format should have isadfrequest set to true form answers are not currently validated answers object optional parameter for create customer request 1 object optional parameter for create customer request text string optional answer in free text format 2 object optional parameter for create customer request date string optional answer in date format (yyyy mm dd) 3 object optional parameter for create customer request time string optional answer in timestamp format (hh \ mm ) 4 object optional parameter for create customer request choices array optional ids of selected choices 5 object optional parameter for create customer request users array optional ids of selected users 6 object optional parameter for create customer request files array optional the ids of files to be attached to the form that are obtained by calling the ‘attach temporary file’ endpoint on the corresponding service desk 7 object optional parameter for create customer request adf object optional answer in atlassian document format (adf) isadfrequest boolean optional (experimental) whether to accept rich text fields in atlassian document format (adf) requestfieldvalues object required json map of jira field ids and their values representing the content of the request description string optional parameter for create customer request summary string optional parameter for create customer request requestparticipants array optional list of customers to participate in the request, as a list of account id values requesttypeid string required id of the request type for the request servicedeskid string required id of the service desk in which to create the request raiseonbehalfof string optional the account id of the customer that the request is being raised on behalf of output parameter type description status code number http status code of the response reason string response reason phrase expands array output field expands issueid string unique identifier issuekey string output field issuekey summary string output field summary requesttypeid string unique identifier servicedeskid string unique identifier createddate object date value epochmillis number output field epochmillis friendly string output field friendly iso8601 string output field iso8601 jira string output field jira reporter object output field reporter accountid string unique identifier name string name of the resource key string output field key emailaddress string output field emailaddress displayname string name of the resource active boolean output field active timezone string output field timezone links object output field links jirarest string output field jirarest avatarurls object url endpoint for the request 16x16 string output field 16x16 example \[ { "status code" 201, "response headers" { "date" "thu, 23 jan 2025 05 50 22 gmt", "content type" "application/json;charset=utf 8", "server" "atlassianedge", "timing allow origin" " ", "x arequestid" "99085b24aa18b5d8d7d761bed4c7fde4", "set cookie" "atlassian xsrf token=cfb7871d63c024ee0f0ac3d2c176e648753b5ee5 lin; path=/; sames ", "x aaccountid" "712020%3a2a1eb012 513a 43ab a951 289a3bd45b64", "cache control" "no store", "location" "https //mohanaa013 atlassian net/rest/servicedeskapi/request/10012", "vary" "accept encoding", "x content type options" "nosniff", "x xss protection" "1; mode=block", "atl traceid" "cbfbe1a9113f42a4b5a1bb7821b93a0b", "atl request id" "cbfbe1a9 113f 42a4 b5a1 bb7821b93a0b", "strict transport security" "max age=63072000; includesubdomains; preload" }, "reason" "created", "json body" { " expands" \[], "issueid" "107001", "issuekey" "helpdesk 1", "summary" "request jsd help via rest", "requesttypeid" "25", "servicedeskid" "10", "createddate" {}, "reporter" {}, "requestfieldvalues" \[], "currentstatus" {}, " links" {} } } ] create request comment this method creates a public or private (internal) comment on a customer request, with the comment visibility set by public the user recorded as the author of the comment endpoint url /rest/servicedeskapi/request/{{issueidorkey}}/comment method post input argument name type required description issueidorkey string required the id or key of the customer request to which the comment will be added body string required content of the comment public boolean required indicates whether the comment is public (true) or private/internal (false) output parameter type description status code number http status code of the response reason string response reason phrase expands array output field expands id string unique identifier body string request body data public boolean output field public author object output field author accountid string unique identifier name string name of the resource key string output field key emailaddress string output field emailaddress displayname string name of the resource active boolean output field active timezone string output field timezone links object output field links jirarest string output field jirarest avatarurls object url endpoint for the request 16x16 string output field 16x16 24x24 string output field 24x24 32x32 string output field 32x32 48x48 string output field 48x48 self string output field self created object output field created epochmillis number output field epochmillis friendly string output field friendly example \[ { "status code" 201, "response headers" { "date" "thu, 23 jan 2025 05 54 01 gmt", "content type" "application/json;charset=utf 8", "server" "atlassianedge", "timing allow origin" " ", "x arequestid" "4e65f9e25b291897f5888ca3ca6cdfdf", "set cookie" "atlassian xsrf token=7e2e7b4d2ae76d0ed5ce27b8d1ec12afceb2735b lin; path=/; sames ", "x aaccountid" "712020%3a2a1eb012 513a 43ab a951 289a3bd45b64", "cache control" "no store", "location" "https //mohanaa013 atlassian net/rest/servicedeskapi/request/10012/comment/10004", "vary" "accept encoding", "x content type options" "nosniff", "x xss protection" "1; mode=block", "atl traceid" "dfef3430855e48e396cd5d2c3d0360e1", "atl request id" "dfef3430 855e 48e3 96cd 5d2c3d0360e1", "strict transport security" "max age=63072000; includesubdomains; preload" }, "reason" "created", "json body" { " expands" \[], "id" "1000", "body" "hello there", "public" true, "author" {}, "created" {}, " links" {} } } ] get customer request by id or key this method returns a customer request endpoint url /rest/servicedeskapi/request/{{issueidorkey}} method get input argument name type required description issueidorkey string required the id or key of the customer request to be returned expand array optional a multi value parameter indicating which properties of the customer request to expand, where servicedesk returns additional service desk details requesttype returns additional customer request type details participant returns the participant details sla returns the sla information status returns the status transitions, in chronological order attachment returns the attachments action returns the actions that the user can or cannot perform comment returns the comments comment attachment returns the attachment details for each comment comment renderedbody (experimental) return the rendered body in html format (in addition to the raw body) for each comment output parameter type description status code number http status code of the response reason string response reason phrase expands array output field expands issueid string unique identifier issuekey string output field issuekey summary string output field summary requesttypeid string unique identifier servicedeskid string unique identifier createddate object date value epochmillis number output field epochmillis friendly string output field friendly iso8601 string output field iso8601 jira string output field jira reporter object output field reporter accountid string unique identifier name string name of the resource key string output field key emailaddress string output field emailaddress displayname string name of the resource active boolean output field active timezone string output field timezone links object output field links jirarest string output field jirarest avatarurls object url endpoint for the request 16x16 string output field 16x16 example \[ { "status code" 200, "response headers" { "date" "thu, 23 jan 2025 06 02 25 gmt", "content type" "application/json;charset=utf 8", "server" "atlassianedge", "timing allow origin" " ", "x arequestid" "c7930753a06255d9aa275623b482b79e", "set cookie" "atlassian xsrf token=1381bd89b71fd09e1fd51dd9f115f2b6183dd06d lin; path=/; sames ", "x aaccountid" "712020%3a2a1eb012 513a 43ab a951 289a3bd45b64", "cache control" "no store", "vary" "accept encoding", "content encoding" "gzip", "x content type options" "nosniff", "x xss protection" "1; mode=block", "atl traceid" "3269479820da4e64bdffba1014a0ca90", "atl request id" "32694798 20da 4e64 bdff ba1014a0ca90", "strict transport security" "max age=63072000; includesubdomains; preload" }, "reason" "ok", "json body" { " expands" \[], "issueid" "107001", "issuekey" "helpdesk 1", "summary" "request jsd help via rest", "requesttypeid" "25", "servicedeskid" "10", "createddate" {}, "reporter" {}, "requestfieldvalues" \[], "currentstatus" {}, " links" {} } } ] get customer requests this method returns all customer requests for the user executing the query the returned customer requests are ordered chronologically by the latest activity on each request for example, the latest status transition or comment endpoint url /rest/servicedeskapi/request method get input argument name type required description searchterm string optional filters customer requests where the request summary matches the searchterm wildcards can be used in the searchterm parameter requestownership array optional filters customer requests using the following values owned requests returns customer requests where the user is the creator participated requests returns customer requests where the user is a participant organization returns customer requests for an organization of which the user is a member when used in conjunction with organization id all organizations returns customer requests that belong to all organizations of which the user is a member approver returns customer requests where the user is an approver can be used in conjunction with approvalstatus to filter pending or complete approvals all requests returns all customer requests deprecated and will be removed, as the returned requests may change if more values are added in the future instead, explicitly list the desired filtering strategies multiple values of the query parameter are supported if not specified, filtering defaults to owned requests, participated requests, and all organizations requeststatus string optional filters customer requests where the request is closed, open, or either of the two where closed requests returns customer requests that are closed open requests returns customer requests that are open all requests returns all customer requests approvalstatus string optional filters results to customer requests based on their approval status my pending approval returns customer requests pending the user's approval my history approval returns customer requests where the user was an approver valid only when used with requestownership=approver organizationid number optional filters customer requests that belong to a specific organization (note that the user must be a member of that organization) note valid only when used with requestownership=organization servicedeskid number optional filters customer requests by service desk requesttypeid number optional filters customer requests by request type note that the service desk id must be specified for the service desk in which the request type belongs expand array optional a multi value parameter indicating which properties of the customer request to expand, where servicedesk returns additional details for each service desk requesttype returns additional details for each request type participant returns the participant details, if any, for each customer request sla returns the sla information on each customer request status returns the status transitions, in chronological order, for each customer request attachment returns the attachments for the customer request action returns the actions that the user can or cannot perform on this customer request comment returns the comments, if any, for each customer request comment attachment returns the attachment details, if any, for each comment comment renderedbody (experimental) returns the rendered body in html format (in addition to the raw body) for each comment start number optional the starting index of the returned objects base index 0 see the pagination section for more details limit number optional the maximum number of items to return per page default is 50 see the pagination section for more details output parameter type description status code number http status code of the response reason string response reason phrase expands array output field expands size number output field size start number output field start limit number output field limit islastpage boolean output field islastpage links object output field links base string output field base context string output field context next string output field next prev string output field prev values array value for the parameter expands array output field expands issueid string unique identifier issuekey string output field issuekey summary string output field summary requesttypeid string unique identifier servicedeskid string unique identifier createddate object date value epochmillis number output field epochmillis friendly string output field friendly iso8601 string output field iso8601 jira string output field jira reporter object output field reporter example \[ { "status code" 200, "response headers" { "content type" "application/json", "date" "thu, 01 jan 2024 00 00 00 gmt" }, "reason" "ok", "json body" { " expands" \[], "size" 123, "start" 123, "limit" 123, "islastpage" true, " links" {}, "values" \[] } } ] get request comment by id this method returns details of a customer request's comment endpoint url /rest/servicedeskapi/request/{{issueidorkey}}/comment/{{commentid}} method get input argument name type required description issueidorkey string required the id or key of the customer request that contains the comment commentid string required the id of the comment to retrieve expand array optional a multi value parameter indicating which properties of the comment to expand attachment returns the attachment details, if any, for the comment (if you want to get all attachments for a request, use servicedeskapi/request/{issueidorkey}/attachment ) renderedbody (experimental) returns the rendered body in html format (in addition to the raw body) of the comment output parameter type description status code number http status code of the response reason string response reason phrase expands array output field expands id string unique identifier body string request body data public boolean output field public author object output field author accountid string unique identifier name string name of the resource key string output field key emailaddress string output field emailaddress displayname string name of the resource active boolean output field active timezone string output field timezone links object output field links jirarest string output field jirarest avatarurls object url endpoint for the request 16x16 string output field 16x16 24x24 string output field 24x24 32x32 string output field 32x32 48x48 string output field 48x48 self string output field self created object output field created epochmillis number output field epochmillis friendly string output field friendly example \[ { "status code" 200, "response headers" { "date" "thu, 23 jan 2025 06 09 57 gmt", "content type" "application/json;charset=utf 8", "server" "atlassianedge", "timing allow origin" " ", "x arequestid" "443db82510413900e3047c5098a3150a", "set cookie" "atlassian xsrf token=548322216ae2cd0de19dd5f6f20606d699c5c645 lin; path=/; sames ", "x aaccountid" "712020%3a2a1eb012 513a 43ab a951 289a3bd45b64", "cache control" "no store", "vary" "accept encoding", "content encoding" "gzip", "x content type options" "nosniff", "x xss protection" "1; mode=block", "atl traceid" "eba53e40bb0744818a3f906c216a2054", "atl request id" "eba53e40 bb07 4481 8a3f 906c216a2054", "strict transport security" "max age=63072000; includesubdomains; preload" }, "reason" "ok", "json body" { " expands" \[], "id" "1000", "body" "hello there", "public" true, "author" {}, "created" {}, " links" {} } } ] get request comments this method returns all comments on a customer request no permissions error is provided if, for example, the user doesn't have access to the service desk or request, the method simply returns an empty response endpoint url /rest/servicedeskapi/request/{{issueidorkey}}/comment method get input argument name type required description issueidorkey string required the id or key of the customer request whose comments will be retrieved public boolean optional specifies whether to return public comments or not default is true internal boolean optional specifies whether to return internal comments or not default is true expand array optional a multi value parameter indicating which properties of the comment to expand attachment returns the attachment details, if any, for each comment (if you want to get all attachments for a request, use servicedeskapi/request/{issueidorkey}/attachment ) renderedbody (experimental) returns the rendered body in html format (in addition to the raw body) for each comment start number optional the starting index of the returned comments base index 0 see the pagination section for more details limit number optional the maximum number of comments to return per page default 50 see the pagination section for more details output parameter type description status code number http status code of the response reason string response reason phrase expands array output field expands size number output field size start number output field start limit number output field limit islastpage boolean output field islastpage links object output field links base string output field base context string output field context next string output field next prev string output field prev values array value for the parameter expands array output field expands id string unique identifier body string request body data public boolean output field public author object output field author accountid string unique identifier name string name of the resource key string output field key emailaddress string output field emailaddress displayname string name of the resource active boolean output field active timezone string output field timezone example \[ { "status code" 200, "response headers" { "date" "thu, 23 jan 2025 06 05 49 gmt", "content type" "application/json;charset=utf 8", "server" "atlassianedge", "timing allow origin" " ", "x arequestid" "15f361768cf7bb198c5db2c46216660a", "set cookie" "atlassian xsrf token=060516bd66e1174b79395e9f58cc241c5be1e684 lin; path=/; sames ", "x aaccountid" "712020%3a2a1eb012 513a 43ab a951 289a3bd45b64", "cache control" "no store", "vary" "accept encoding", "content encoding" "gzip", "x content type options" "nosniff", "x xss protection" "1; mode=block", "atl traceid" "d7e0ba747d544da58196f470ff27daa4", "atl request id" "d7e0ba74 7d54 4da5 8196 f470ff27daa4", "strict transport security" "max age=63072000; includesubdomains; preload" }, "reason" "ok", "json body" { " expands" \[], "size" 1, "start" 1, "limit" 1, "islastpage" false, " links" {}, "values" \[] } } ] response headers header description example atl request id http response header atl request id 32694798 20da 4e64 bdff ba1014a0ca90 atl traceid http response header atl traceid dfef3430855e48e396cd5d2c3d0360e1 cache control directives for caching mechanisms no store content encoding http response header content encoding gzip content type the media type of the resource application/json date the date and time at which the message was originated thu, 23 jan 2025 05 54 01 gmt location the url to redirect a page to https //mohanaa013 atlassian net/rest/servicedeskapi/request/10012/comment/10004 https //mohanaa013 atlassian net/rest/servicedeskapi/request/10012/comment/10004 nel http response header nel {"failure fraction" 0 001, "include subdomains" true, "max age" 600, "report to" "endpoint 1"} report to http response header report to {"endpoints" \[{"url" " https //dz8aopenkvv6s cloudfront net https //dz8aopenkvv6s cloudfront net "}], "group" "endpoint 1", "include subdomains" true, "max age" 600} server information about the software used by the origin server atlassianedge server timing http response header server timing atl edge;dur=736,atl edge internal;dur=356,atl edge upstream;dur=332,atl edge pop;desc="aws ap south 1" set cookie http response header set cookie atlassian xsrf token=cfb7871d63c024ee0f0ac3d2c176e648753b5ee5 lin; path=/; samesite=none; secure strict transport security http response header strict transport security max age=63072000; includesubdomains; preload timing allow origin http response header timing allow origin transfer encoding http response header transfer encoding chunked vary http response header vary accept encoding x aaccountid http response header x aaccountid 712020%3a2a1eb012 513a 43ab a951 289a3bd45b64 x arequestid http response header x arequestid 443db82510413900e3047c5098a3150a x content type options http response header x content type options nosniff x xss protection http response header x xss protection 1; mode=block