Jira Service Management

Jira Service Management + Konnectify

Jira Service Management Integration with Konnectify

Manage ITSM and support workflows by creating and updating customer requests, approvals, comments, attachments, participants, and notification subscriptions in Jira Service Management—directly from Konnectify automations.

Service Requests Comments Attachments Participants Subscriptions 0 Triggers 13 Actions

ON THIS PAGE

→ What is Jira Service Management? → API & Authentication → How to connect → Triggers (0) → Actions (13) → Popular automations → FAQ

What is Jira Service Management?

Jira Service Management (JSM) is Atlassian’s ITSM and customer service platform for handling requests, incidents, approvals, and internal workflows.

By integrating JSM with Konnectify, you can automate request creation, add comments and attachments, manage participants, and control subscription notifications—ideal for support, helpdesk, and IT operations teams.

New to Jira Service Management?

Set up your JSM site, service projects, and request types before connecting to Konnectify.

Visit Jira Service Management →

New to Konnectify?

Create your Konnectify account to start building automated workflows across your tools.

Create a Konnectify account →

What you can automate

• Create customer service requests from any system

• Fetch request details for routing, enrichment, or syncing

• Post public or internal comments to keep stakeholders informed

• Upload temporary files and attach them to requests

• Add/remove participants to collaborate across teams

• Subscribe/unsubscribe users to request notifications

API & Authentication

Authentication: OAuth 2.0 authorization

Konnectify connects to Jira Service Management using Atlassian OAuth 2.0. During connection, you’ll be redirected to Atlassian to consent to the required scopes. Konnectify stores only the tokens required to access the API and does not store your Atlassian password.

Typical permissions include:

Read user/work data in Jira
Read and write Jira Service Management customer requests
Manage servicedesk customers/participants
Offline access (refresh tokens) for long-running workflows

Important

Your Atlassian/JSM plan and admin policies can restrict which APIs are available. Jira Cloud APIs are also subject to rate limits; if you hit limits, Konnectify will retry where possible. For high-volume use cases, consider batching outside JSM or adding delays/concurrency controls in your workflow.

Official docs: Jira Service Management (Service Desk) REST API

OAuth details: Atlassian OAuth 2.0 (3LO)

How to connect Jira Service Management to Konnectify

Prerequisites

An Atlassian (Jira Cloud) account with access to Jira Service Management
Your Jira domain (the my-company part of my-company.atlassian.net)
A Jira OAuth 2.0 (3LO) app with a Client ID and Client Secret
Permission to create requests/comments and access request types as needed

Add Jira Service Management to a Workflow

Open your Konnectify Workflow builder.
Click + Add step and choose Jira Service Management.

Authorize via OAuth 2.0

Enter your Jira Domain (example: my-company).
Provide the Client ID and Client Secret from your Atlassian OAuth app.
Complete the Atlassian consent screen to grant access.

Configure the Action

Select the Jira Service Management action you want to run (for example, Create Service Request).
Map fields from previous steps (like requester, summary, description, and any custom fields available in your request type).
If you need to attach files, upload them first using Attach Temporary File, then reference the returned IDs.

Field mapping tip

JSM request fields can vary by service project and request type. If an action fails due to missing/invalid fields, confirm the request type configuration in Jira Service Management and update the mapped payload accordingly.

Test the Workflow

Run a test with a real (or sandbox) request type.
Verify that the request is created/updated correctly (comments, participants, attachments, and visibility settings).

Activate the Workflow

Turn on the Workflow.
Monitor early runs and adjust mappings or error handling as needed.

Triggers 0

This integration currently provides no native Jira Service Management triggers in Konnectify. Use triggers from another app (for example, a form submission, email event, chat message, or monitoring alert) and then run Jira Service Management actions to create or update requests.

Tip: If you need “new request created” style behavior, you can often approximate it by triggering from Jira (via webhook in another connector) or by polling your own data source, then using Get Customer Request to enrich and sync details.

Actions 13

Use Jira Service Management actions to create service requests, manage comments and attachments, control participants, and manage subscription notifications.

Service Requests 2 actions

Create Service Request

Creates a service request in Jira Service Management.

Get Customer Request

Gets the details of a specific customer request using its ID or key.

Comments 3 actions

Create Request Comment

Creates a public or internal comment on an existing customer request.

Get Request Comment

Get a public or internal comment on an existing customer request.

Create Comment with Attachment

Creates a comment on a customer request and attaches files using temporary attachment IDs.

Attachments 2 actions

Attach Temporary File

Uploads one or more files (URL or Base64) and returns temporary attachment IDs for later use.

Get Attachment Content

Gets the content/metadata of an attachment on a customer request.

Participants 3 actions

Add Request Participant

Adds one or more users as participants to a customer request.

Remove Request Participant

Removes one or more users as participants from a customer request.

Get Request Participants

Returns all participants added to a customer request.

Subscriptions 3 actions

Subscribe

Subscribes the user to notifications from a customer request.

Unsubscribe

Unsubscribes the user from notifications from a customer request.

Get Subscription Status

Gets the subscription status of the user for a customer request.

Popular automations

Examples of common Jira Service Management workflows you can build in Konnectify (using triggers from your other apps).

Create JSM requests from inbound support signals

When a customer submits a form or a chatbot escalates, automatically create a Jira Service Management request for your service team.

New form/chat event (other app) → Create Service Request

Post status updates back to the requester

When an upstream system changes state (shipping, billing, incident response), add a public or internal comment to the related JSM request.

Status changed (other app) → Create Request Comment

Attach evidence automatically (logs, screenshots, exports)

When a file is generated in another system, upload it as a temporary attachment and then add it to a request with a comment for context.

File created (other app) → Attach Temporary File → Create Comment with Attachment

Auto-add the right collaborators to requests

When a request is routed (by region, product, or severity) add participants so the right teams can follow and respond.

Routing decision (other app) → Add Request Participant

FAQ

How does Konnectify authenticate with Jira Service Management?

Konnectify uses OAuth 2.0 (Atlassian 3LO). You authorize access via an Atlassian consent screen, and Konnectify uses access/refresh tokens to call Jira Service Management APIs. Your Atlassian password is never stored in Konnectify.

Which Jira Service Management plans are supported?

This connector targets Jira Service Management Cloud. Available fields and endpoints can vary by plan and by project configuration (request types, permissions, and customer access). If an operation is blocked, confirm your Atlassian plan and the user’s permissions in the service project.

How do Jira Service Management triggers work in Konnectify?

This integration version includes 0 native triggers. Use a trigger from another connected app (forms, chat, email, monitoring, webhooks, schedules) and then use Jira Service Management actions to create or update requests.

How do I prevent duplicates when creating service requests?

There is no “upsert” action in this connector. To avoid duplicates, store the created request key/ID in your source system (or a datastore) and reuse it on subsequent runs. When possible, use Get Customer Request to validate an existing request before adding comments, participants, or attachments.

What happens if Jira rate limits are hit?

Jira Cloud enforces API rate limits. If requests are throttled, Konnectify will typically retry with backoff where supported. For sustained high volume, reduce concurrency, add delays, or consolidate updates (for example, post one comment instead of many).

Can I connect multiple Jira sites or Atlassian accounts?

Yes. Create multiple Konnectify connections—one per Jira domain and/or Atlassian account. Then select the desired connection in each workflow step so the automation runs against the correct site.

How do attachments work (temporary IDs vs. request attachments)?

JSM attachments in this connector follow a two-step pattern: first use Attach Temporary File to upload file content (URL or Base64) and receive temporary attachment IDs. Then use Create Comment with Attachment to attach those temporary files to a specific customer request along with a comment.

Ready to automate your Jira Service Management workflows?

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