{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":21276,"path":"integrate-applications/integration-hub/jira-serv-mngmt.md","title":"Jira Service Management Spoke","bundle":null,"doc_type":null,"release":"australia","body":"\n# Jira Service Management Spoke\n\nAutomate service management tasks in Jira Service Management from your ServiceNow instance.\n\n## Request apps on the Store\n\nVisit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).\n\n## Integration Hub subscription\n\nThis spoke requires an Integration Hub subscription. For more information, see [Legal schedules - IntegrationHub overview](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/snc-addendum-integrationhub.pdf).\n\n## Spoke version\n\nJira Service Management spoke v2.0.1 is the latest version. For version history of the spoke, see [Jira Service Management spoke release notes](https://www.servicenow.com/docs/r/store-release-notes/store-integrationhub-rn-jira-service-mgmt.html).\n\n## Spoke requirements\n\nJIRA Service Management account.\n\n## Spoke dependencies\n\nIf you’re having trouble installing the app, ensure that these dependent plugins are installed:\n\n- ServiceNow IntegrationHub Runtime \\(com.glide.hub.integration.runtime\\)\n- ServiceNow IntegrationHub Action Step - REST \\(com.glide.hub.action\\_step.rest\\)\n- ServiceNow Flow Designer - Dynamic Inputs \\(com.glide.hub.dynamic\\_inputs\\)\n- Integrations - External Authentication Framework \\(com.glide.external.app\\)\n- ServiceNow IntegrationHub Action Template - Data Stream \\(com.glide.hub.action\\_type.datastream\\)\n\n**Note:** Some of these plugins are licensable features and require appropriate licenses, if used outside the spoke implementation.\n\n## Spoke actions\n\nThe Jira Service Management spoke provides actions to automate tasks when events occur in your ServiceNow instance. Available actions include:\n\n\n
\n\nCategory\n\n\n\nAction\n\n\n\nDescription\n\n
\n\nMetadata\n\n\n\nLook up Service Desk IDs \\(Metadata\\)\n\n\n\nRetrieves the list of all service desk IDs from the specified JIRA instance.\n\n
\n\nUser Management\n\n\n\nReport Personal Data\n\n\n\nReports the user's personal data for your apps.\n\n
\n\nOrganization Management\n\n\n\nAdd Organization to Service Desk\n\n\n\nAdds the specified organization ID to the specified service desk instance.\n\n
\n\nAdd Users to Organization\n\n\n\nAdds users to the specified organization.\n\n
\n\nCreate Organization\n\n\n\nCreates an organization account for the specified service management instance.\n\n
\n\nDelete Organization\n\n\n\nDeletes an organization account from the specified service management instance.\n\n
\n\nLook up Organizations\n\n\n\nRetrieves the list of organizations in service management instance.\n\n
\n\nLook up Users in Organization\n\n\n\nRetrieves the list of users in an organization.\n\n
\n\nRemove Organization from Service Desk\n\n\n\nRemoves the specified organization from the specified service desk instance.\n\n
\n\nRemove Users from Organization\n\n\n\nRemoves users from the specified organization.\n\n
\n\nRequest Management\n\n\n\nAdd Customer Request Participants\n\n\n\nAdds customers to request for the specified service desk instance.\n\n
\n\nCreate Customer Request\n\n\n\nCreates customer request for the specified service desk instance.\n\n
\n\nCreate Customer Request Comment\n\n\n\nCreates a customer request comment for the specified service desk instance.\n\n
\n\nCreate Temporary Attachment\n\n\n\nCreates a temporary attachment for the specified request. **Note:** This action works only for Jira Service Management Cloud.\n\n
\n\nCreate Temporary File\n\n\n\nCreates a temporary file for the specified request.\n\n
\n\nLook up Comment Attachment\n\n\n\nRetrieves comment attachment for the specified issue ID or issue key. **Note:** This action works only for Jira Service Management Cloud.\n\n
\n\nLook up Customer Request Comments\n\n\n\nRetrieves the list of customer request comments for the service desk.\n\n
\n\nLook up Customer Request Participants\n\n\n\nRetrieves the list of request participants related to customer request for the specified service desk instance.\n\n
\n\nLook up Customer Request Status History\n\n\n\nRetrieves the customer request status history for the specified service desk instance.\n\n
\n\nLook up Customer Request Transitions\n\n\n\nRetrieves a list of customer request transitions for the specified service desk instance.\n\n
\n\nLook up Customer Requests\n\n\n\nRetrieves a list of customer request for the specified service desk instance.\n\n
\n\nLook up SLA Information\n\n\n\nRetrieves the SLA information for the specified service desk instance.\n\n
\n\nLook up Subscription Status\n\n\n\nRetrieves subscription status for the specified service desk instance.**Note:** This action works only for Jira Service Management Cloud.\n\n
\n\nPerform Customer Request Transition\n\n\n\nChanges the state of a customer request for the specified service desk instance.**Note:** This action works only for Jira Service Management Cloud.\n\n
\n\nRemove Customer Request Participants\n\n\n\nRemoves a customer request from the specified service desk instance.\n\n
\n\nSubscribe Customer Request\n\n\n\nSubscribes to a customer request for the specified service desk instance.\n\n
\n\nServiceDesk Management\n\n\n\nAdd Customers\n\n\n\nAdds the specified users to the service desk.\n\n
\n\nLook up Issues in Queue\n\n\n\nRetrieves the list of issues in a queue for the specified service desk instance.\n\n
\n\nLook up Queue\n\n\n\nRetrieves the list of queues specified in service desk instance.\n\n
\n\nLook up Request Type Fields\n\n\n\nRetrieves the list of request type fields for the specified service desk instance.\n\n
\n\nLook up Request Types\n\n\n\nRetrieves the list of request types for the specified service desk instance.\n\n
\n\nLook up Service Desks\n\n\n\nRetrieves the list of all service desk for the specified service management instance from JIRA instance.\n\n
\n\nLook up User Account ID\n\n\n\nRetrieves the user account ID of user.**Note:** This action works only for Jira Service Management Cloud.\n\n
## Available AI agents\n\nInstall Now Assist for Integration Hub and start using the available AI agents. For more information, see [ServiceNow Otto for Integration Hub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/now-assist-spokes.md).\n\nThis spoke provides standalone AI agents that mimic human-like intelligence to perform tasks in your ServiceNow instance.\n\n- In the ServiceNow agentic system, you can create an agentic workflow that comprises of a set of large language model \\(LLM\\) instructions along with one or more standalone AI agents to execute an objective. See [Create an agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/configure-use-case-ai-agents.md) for information about adding AI agents to create agentic workflows as per your requirement and provide the required trigger.\n\n You can also search for other available AI agents and add them to your agentic workflow. See [Find AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/find-ai-agents.md) for more information.\n\n- You can create a clone of the required spoke AI agent and customize it as per your requirement. See [Duplicate an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/clone-ai-agent.md) for more information about creating a clone.\n- See [AI Agent Studio \\(legacy\\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/na-ai-agents.md) for information about AI agents.\n\nAvailable AI agents include:\n\n|AI agent|Description|\n|--------|-----------|\n|Jira Service Management request management AI agent|Automates and manages workflows in Jira Service Management. Retrieves customer request details, manages participants, handles SLA information, and automates transitions.|\n|Jira Service Management organization management AI agent|Manages organizations, service desk associations, and user lookups.|\n|Jira Service Management service desk management AI agent|Automates and manages tasks within Jira Service Management. Retrieves service desks, request type fields, queues, request types, and issues in queues.|\n\nThere might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/find-ai-agents.md).\n\n**Note:** Ensure that the user running an AI agent has the required roles and permissions to access data or perform operations on data in the table that is associated with the AI agent.\n\n## Connection and credential alias requirements\n\nIntegration Hub uses aliases to manage connection and credential information. Using an alias eliminates the need to configure multiple credentials and connection information profiles when using multiple environments. If the connection or credential information changes, you don't need to update any actions that use the connection. For more information, see [Connections and Credentials](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-security/r-credentials.md).\n\n\n\nFor information about setting up the spoke, see [Set up the Jira Service Management spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/integrate-applications/integration-hub/setup-jira-serv-mgmt.md).\n\n"}}