Atlassian Jira Service Desk

Atlassian Jira Service Desk is a service management platform that helps teams deliver exceptional customer support through streamlined workflows and automation.

Atlassian Jira Service Desk is a powerful platform for managing service requests and customer support. This connector enables seamless integration with Swimlane Turbine, allowing users to automate ticketing processes, manage service requests, and enhance collaboration. By leveraging this integration, Swimlane Turbine users can streamline operations, improve response times, and ensure efficient handling of customer inquiries and issues.

Limitations

None to date.

Supported Versions

This Atlassian Jira Service Desk connector uses the latest version API.

Configuration

Prerequisites

Before you can use the Atlassian Jira Service Desk connector for Turbine, you'll need access to the Jira Service Desk API. This requires the following:

HTTP Bearer authentication using the following parameters:

URL: The base URL of your Jira Service Desk instance.

Access Token: A valid access token for authenticating API requests.

HTTP Basic authentication using the following parameters:

URL: The base URL of your Jira Service Desk instance.

Username: Your Jira Service Desk username.

API Token: An API token generated for accessing Jira Service Desk APIs.

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

Create Comment with Attachment

Get Customer Request by ID or Key

Get Customer Requests

Get Request Comment by ID

Get Request Comments

Perform Customer Transition

Attach Temporary File

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//requesttype//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.

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.

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//requesttype//field.

Atlassian Jira Service Desk documentation for this action can be found here.

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.

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.

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.

Perform Customer Transition

This method performs a customer transition on a customer request, changing its status (e.g. from Open to In Progress or Done).

Use Get Customer Transitions to obtain the transition ID for the desired status change. The request body includes the transition id and an optional additionalComment.

Permissions required: Permission to perform the transition on the request.

Atlassian Jira Service Desk documentation for this action can be found here.

Get Customer Transitions

This method returns the list of transitions available for a customer request (e.g. In Progress, Done).

Use the transition id from the response when calling Perform Customer Transition.

Permissions required: Permission to access the request.

Atlassian Jira Service Desk documentation for this action can be found here.

Attach Temporary File

This method uploads one or more files as temporary attachments to a service desk. The request must be sent as multipart/form-data with the part name "file".

The returned temporary attachment IDs can be used in Create Comment with Attachment or in Create Customer Request (form.answers for file form fields).

Requires header X-Atlassian-Token: no-check; use X-ExperimentalApi: opt-in if required by your instance.

Permissions required: Permission to add attachments in the service desk.

Atlassian Jira Service Desk documentation for this action can be found here.

Create Comment with Attachment

This method creates a comment on a customer request and attaches one or more files. File(s) must first be uploaded using Attach Temporary File; pass the returned temporary attachment IDs in the request body along with public (visibility) and optional additionalComment body.

Permissions required: Permission to add comments and attachments to the request.

Atlassian Jira Service Desk documentation for this action can be found here.

Additional Documentation

Atlassian Jira Service Desk Connector Documentation

Atlassian Jira Service Desk API Documentation

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

Attach Temporary File

Upload a file as a temporary attachment to a specified service desk in Atlassian Jira Service Desk using the serviceDeskId, providing IDs for further operations.

Endpoint

URL: /rest/servicedeskapi/servicedesk/{{serviceDeskId}}/attachTemporaryFile

Method: POST

Input

Argument Name	Type	Required	Description
path_parameters.serviceDeskId	string	Required	The ID of the service desk to upload the temporary file(s) to.
file	object	Required	EML file.
file.file	string	Optional	Parameter for Attach Temporary File
file.file_name	string	Optional	Name of the resource

Input Example

{"path_parameters":{"serviceDeskId":"10001"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
temporaryAttachments	array	Output field: temporaryAttachments
temporaryAttachments.temporaryAttachmentId	string	Unique identifier
temporaryAttachments.fileName	string	Name of the resource

Output Example

{"status_code":201,"response_headers":{"Date":"Thu, 23 Jan 2025 06:00:00 GMT","Content-Type":"application/json;charset=UTF-8"},"reason":"Created","json_body":{"temporaryAttachments":[{},{}]}}

Create Comment with Attachment

Create a comment with attachments on a Jira Service Desk issue using the specified issue ID or key. Requires prior upload of files to obtain attachment IDs.

Endpoint

URL: /rest/servicedeskapi/request/{{issueIdOrKey}}/attachment

Method: POST

Input

Argument Name	Type	Required	Description
path_parameters.issueIdOrKey	string	Required	The ID or key of the customer request to add the comment and attachments to.
public	boolean	Optional	Whether the comment and attachments are visible to customers (true) or internal only (false). Required.
temporaryAttachmentIds	array	Optional	List of temporary attachment IDs from the Attach temporary file action. At least one is required to create a comment with attachments.
additionalComment	object	Optional	Optional comment text to include with the attachments.
additionalComment.body	string	Optional	Content of the comment.

Input Example

{"json_body":{"public":true,"temporaryAttachmentIds":["temp8186986881700442965"],"additionalComment":{"body":"Please find the attached document."}},"path_parameters":{"issueIdOrKey":"1000"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
comment	object	Output field: comment
comment._expands	array	Output field: comment._expands
comment.id	string	Unique identifier
comment.body	string	Request body data
comment.public	boolean	Output field: comment.public
comment.author	object	Output field: comment.author
comment.author.accountId	string	Unique identifier
comment.author.name	string	Name of the resource
comment.author.key	string	Output field: comment.author.key
comment.author.emailAddress	string	Output field: comment.author.emailAddress
comment.author.displayName	string	Name of the resource
comment.author.active	boolean	Output field: comment.author.active
comment.author.timeZone	string	Output field: comment.author.timeZone
comment.author._links	object	Output field: comment.author._links
comment.author._links.jiraRest	string	Output field: comment.author._links.jiraRest
comment.author._links.avatarUrls	object	URL endpoint for the request
comment.author._links.avatarUrls.16x16	string	URL endpoint for the request
comment.author._links.avatarUrls.24x24	string	URL endpoint for the request
comment.author._links.avatarUrls.32x32	string	URL endpoint for the request
comment.author._links.avatarUrls.48x48	string	URL endpoint for the request
comment.author._links.self	string	Output field: comment.author._links.self
comment.created	object	Output field: comment.created
comment.created.epochMillis	number	Output field: comment.created.epochMillis

Output Example

{"status_code":201,"response_headers":{"Date":"Thu, 23 Jan 2025 06:00:00 GMT","Content-Type":"application/json;charset=UTF-8"},"reason":"Created","json_body":{"comment":{"_expands":[],"id":"1000","body":"Please find the screenshot and the log file attached. !screenshot.png|thumbnail!...","public":true,"author":{},"created":{},"_links":{}},"attachments":{"_expands":[],"size":2,"start":2,"limit":2,"isLastPage":false,"_links":{},"values":[]}}}

Create Customer Request

Create a customer request in Atlassian Jira Service Desk using specified field values, request type, and service desk ID.

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.
form.answers	object	Optional	Parameter for Create Customer Request
form.answers.1	object	Optional	Parameter for Create Customer Request
form.answers.1.text	string	Optional	Answer in free text format.
form.answers.2	object	Optional	Parameter for Create Customer Request
form.answers.2.date	string	Optional	Answer in date format (yyyy-MM-dd).
form.answers.3	object	Optional	Parameter for Create Customer Request
form.answers.3.time	string	Optional	Answer in timestamp format (HH:mm).
form.answers.4	object	Optional	Parameter for Create Customer Request
form.answers.4.choices	array	Optional	IDs of selected choices.
form.answers.5	object	Optional	Parameter for Create Customer Request
form.answers.5.users	array	Optional	IDs of selected users.
form.answers.6	object	Optional	Parameter for Create Customer Request
form.answers.6.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.
form.answers.7	object	Optional	Parameter for Create Customer Request
form.answers.7.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	Optional	JSON map of Jira field IDs and their values representing the content of the request.
requestFieldValues.description	string	Optional	Value for the parameter
requestFieldValues.summary	string	Optional	Value for the parameter
requestParticipants	array	Optional	List of customers to participate in the request, as a list of account ID values.
requestTypeId	string	Optional	ID of the request type for the request.
serviceDeskId	string	Optional	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.

Input Example

{"json_body":{"channel":"","form":{"answers":{"1":{"text":"Answer to a text form field"},"2":{"date":"2023-07-06"},"3":{"time":"14:35"},"4":{"choices":["5"]},"5":{"users":["qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d69abfa3980ce712caae"]},"6":{"files":[""]},"7":{"adf":{}}}},"isAdfRequest":false,"requestFieldValues":{"description":"I need a new *mouse* for my Mac","summary":"Request JSD help via REST"},"requestParticipants":["qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d69abfa3980ce712caae"],"requestTypeId":"25","serviceDeskId":"10","raiseOnBehalfOf":""}}

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
createdDate.epochMillis	number	Output field: createdDate.epochMillis
createdDate.friendly	string	Output field: createdDate.friendly
createdDate.iso8601	string	Output field: createdDate.iso8601
createdDate.jira	string	Output field: createdDate.jira
reporter	object	Output field: reporter
reporter.accountId	string	Unique identifier
reporter.name	string	Name of the resource
reporter.key	string	Output field: reporter.key
reporter.emailAddress	string	Output field: reporter.emailAddress
reporter.displayName	string	Name of the resource
reporter.active	boolean	Output field: reporter.active
reporter.timeZone	string	Output field: reporter.timeZone
reporter._links	object	Output field: reporter._links
reporter._links.jiraRest	string	Output field: reporter._links.jiraRest
reporter._links.avatarUrls	object	URL endpoint for the request
reporter._links.avatarUrls.16x16	string	URL endpoint for the request

Output 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","Var...

Create Request Comment

Create a public or private comment on a Jira Service Desk request using issue ID or key, with visibility determined by the 'public' parameter.

Endpoint

URL: /rest/servicedeskapi/request/{{issueIdOrKey}}/comment

Method: POST

Input

Argument Name	Type	Required	Description
path_parameters.issueIdOrKey	string	Required	The ID or key of the customer request to which the comment will be added.
body	string	Optional	Content of the comment.
public	boolean	Optional	Indicates whether the comment is public (true) or private/internal (false).

Input Example

{"json_body":{"body":"Hello there","public":true},"path_parameters":{"issueIdOrKey":"1000"}}

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
author.accountId	string	Unique identifier
author.name	string	Name of the resource
author.key	string	Output field: author.key
author.emailAddress	string	Output field: author.emailAddress
author.displayName	string	Name of the resource
author.active	boolean	Output field: author.active
author.timeZone	string	Output field: author.timeZone
author._links	object	Output field: author._links
author._links.jiraRest	string	Output field: author._links.jiraRest
author._links.avatarUrls	object	URL endpoint for the request
author._links.avatarUrls.16x16	string	URL endpoint for the request
author._links.avatarUrls.24x24	string	URL endpoint for the request
author._links.avatarUrls.32x32	string	URL endpoint for the request
author._links.avatarUrls.48x48	string	URL endpoint for the request
author._links.self	string	Output field: author._links.self
created	object	Output field: created
created.epochMillis	number	Output field: created.epochMillis
created.friendly	string	Output field: created.friendly

Output 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/comme...

Get Customer Request by ID or Key

Retrieve a specific customer request from Atlassian Jira Service Desk using the unique issue ID or key.

Endpoint

URL: /rest/servicedeskapi/request/{{issueIdOrKey}}

Method: GET

Input

Argument Name	Type	Required	Description
path_parameters.issueIdOrKey	string	Required	The ID or Key of the customer request to be returned.
parameters.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.

Input Example

{"parameters":{"expand":["serviceDesk","participant"]},"path_parameters":{"issueIdOrKey":"107001"}}

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
createdDate.epochMillis	number	Output field: createdDate.epochMillis
createdDate.friendly	string	Output field: createdDate.friendly
createdDate.iso8601	string	Output field: createdDate.iso8601
createdDate.jira	string	Output field: createdDate.jira
reporter	object	Output field: reporter
reporter.accountId	string	Unique identifier
reporter.name	string	Name of the resource
reporter.key	string	Output field: reporter.key
reporter.emailAddress	string	Output field: reporter.emailAddress
reporter.displayName	string	Name of the resource
reporter.active	boolean	Output field: reporter.active
reporter.timeZone	string	Output field: reporter.timeZone
reporter._links	object	Output field: reporter._links
reporter._links.jiraRest	string	Output field: reporter._links.jiraRest
reporter._links.avatarUrls	object	URL endpoint for the request
reporter._links.avatarUrls.16x16	string	URL endpoint for the request

Output 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...

Get Customer Requests

Retrieve all customer requests for the querying user from Atlassian Jira Service Desk, ordered by recent activity.

Endpoint

URL: /rest/servicedeskapi/request

Method: GET

Input

Argument Name	Type	Required	Description
parameters.searchTerm	string	Optional	Filters customer requests where the request summary matches the searchTerm. Wildcards can be used in the searchTerm parameter.
parameters.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.
parameters.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.
parameters.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.
parameters.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.
parameters.serviceDeskId	number	Optional	Filters customer requests by service desk.
parameters.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.
parameters.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.
parameters.start	number	Optional	The starting index of the returned objects. Base index - 0. See the Pagination section for more details.
parameters.limit	number	Optional	The maximum number of items to return per page. Default is 50. See the Pagination section for more details.

Input Example

{"parameters":{"searchTerm":"Jira Software","requestOwnership":["OWNED_REQUESTS","PARTICIPATED_REQUESTS","ALL_ORGANIZATIONS"],"requestStatus":"CLOSED_REQUESTS","approvalStatus":"MY_PENDING_APPROVAL","organizationId":1,"serviceDeskId":2,"requestTypeId":3,"expand":["serviceDesk","participant"],"start":0,"limit":50}}

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
_links.base	string	Output field: _links.base
_links.context	string	Output field: _links.context
_links.next	string	Output field: _links.next
_links.prev	string	Output field: _links.prev
values	array	Value for the parameter
values._expands	array	Value for the parameter
values.issueId	string	Unique identifier
values.issueKey	string	Value for the parameter
values.summary	string	Value for the parameter
values.requestTypeId	string	Unique identifier
values.serviceDeskId	string	Unique identifier
values.createdDate	object	Value for the parameter
values.createdDate.epochMillis	number	Value for the parameter
values.createdDate.friendly	string	Value for the parameter
values.createdDate.iso8601	string	Value for the parameter
values.createdDate.jira	string	Value for the parameter
values.reporter	object	Value for the parameter

Output Example

{"_expands":["string"],"size":123,"start":123,"limit":123,"isLastPage":true,"_links":{"base":"string","context":"string","next":"string","prev":"string"},"values":[{"_expands":[],"issueId":"string","issueKey":"string","summary":"string","requestTypeId":"string","serviceDeskId":"string","createdDate":{},"reporter":{},"requestFieldValues":[],"currentStatus":{},"_links":{}}]}

Get Request Comment by ID

Retrieve details for a specific comment on a customer request in Atlassian Jira Service Desk using the issue and comment IDs.

Endpoint

URL: /rest/servicedeskapi/request/{{issueIdOrKey}}/comment/{{commentId}}

Method: GET

Input

Argument Name	Type	Required	Description
path_parameters.issueIdOrKey	string	Required	The ID or key of the customer request that contains the comment.
path_parameters.commentId	string	Required	The ID of the comment to retrieve.
parameters.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//attachment.). renderedBody - (Experimental) returns the rendered body in HTML format (in addition to the raw body) of the comment.

Input Example

{"parameters":{"expand":["attachment","renderedBody"]},"path_parameters":{"issueIdOrKey":"1000","commentId":"1001"}}

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
author.accountId	string	Unique identifier
author.name	string	Name of the resource
author.key	string	Output field: author.key
author.emailAddress	string	Output field: author.emailAddress
author.displayName	string	Name of the resource
author.active	boolean	Output field: author.active
author.timeZone	string	Output field: author.timeZone
author._links	object	Output field: author._links
author._links.jiraRest	string	Output field: author._links.jiraRest
author._links.avatarUrls	object	URL endpoint for the request
author._links.avatarUrls.16x16	string	URL endpoint for the request
author._links.avatarUrls.24x24	string	URL endpoint for the request
author._links.avatarUrls.32x32	string	URL endpoint for the request
author._links.avatarUrls.48x48	string	URL endpoint for the request
author._links.self	string	Output field: author._links.self
created	object	Output field: created
created.epochMillis	number	Output field: created.epochMillis
created.friendly	string	Output field: created.friendly

Output 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...

Get Request Comments

Retrieve all comments from a specific customer request in Atlassian Jira Service Desk using the issueIdOrKey parameter.

Endpoint

URL: /rest/servicedeskapi/request/{{issueIdOrKey}}/comment

Method: GET

Input

Argument Name	Type	Required	Description
path_parameters.issueIdOrKey	string	Required	The ID or key of the customer request whose comments will be retrieved.
parameters.public	boolean	Optional	Specifies whether to return public comments or not. Default is true.
parameters.internal	boolean	Optional	Specifies whether to return internal comments or not. Default is true.
parameters.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//attachment.). renderedBody - (Experimental) returns the rendered body in HTML format (in addition to the raw body) for each comment.
parameters.start	number	Optional	The starting index of the returned comments. Base index 0. See the Pagination section for more details.
parameters.limit	number	Optional	The maximum number of comments to return per page. Default 50. See the Pagination section for more details.

Input Example

{"parameters":{"public":true,"internal":true,"expand":["attachment","renderedBody"],"start":0,"limit":50},"path_parameters":{"issueIdOrKey":"107001"}}

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
_links.base	string	Output field: _links.base
_links.context	string	Output field: _links.context
_links.next	string	Output field: _links.next
_links.prev	string	Output field: _links.prev
values	array	Value for the parameter
values._expands	array	Value for the parameter
values.id	string	Unique identifier
values.body	string	Request body data
values.public	boolean	Value for the parameter
values.author	object	Value for the parameter
values.author.accountId	string	Unique identifier
values.author.name	string	Name of the resource
values.author.key	string	Value for the parameter
values.author.emailAddress	string	Value for the parameter
values.author.displayName	string	Name of the resource
values.author.active	boolean	Value for the parameter
values.author.timeZone	string	Value for the parameter

Output 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...

Perform Customer Transition

Execute a customer transition for a Jira Service Desk request using the issue ID or key and transition ID.

Endpoint

URL: /rest/servicedeskapi/request/{{issueIdOrKey}}/transition

Method: POST

Input

Argument Name	Type	Required	Description
path_parameters.issueIdOrKey	string	Required	The ID or key of the customer request to transition.
id	string	Optional	The ID of the transition to perform. Obtain available transitions via GET /rest/servicedeskapi/request//transition.
additionalComment	object	Optional	Optional comment explaining the reason for the transition.
additionalComment.body	string	Optional	Content of the comment.

Input Example

{"json_body":{"id":"31","additionalComment":{"body":"Resolved by support team."}},"path_parameters":{"issueIdOrKey":"1000"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase

Output Example

{"status_code":204,"response_headers":{"Date":"Thu, 23 Jan 2025 06:00:00 GMT","Content-Type":"application/json;charset=UTF-8","Server":"AtlassianEdge"},"reason":"No Content"}

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 05:50:22 GMT
Location	The URL to redirect a page to	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"}], "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=dd5b6f77f89b3e35897e7cd9730fff6a2fa72894_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	859784d3ebaebaad33de36e2e0d6b9f7
X-Content-Type-Options	HTTP response header: X-Content-Type-Options	nosniff
X-Xss-Protection	HTTP response header: X-Xss-Protection	1; mode=block

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