Jira issue management AI agent

This AI agent manages Jira issues. It looks up issues, priorities, statuses, and transitions, transitions and assigns issues, adds comments, manages watchers and attachments, and deletes issues.

Workflow

The agent helps the user find, update, and manage Jira issues.

1. Ask the user to describe the task.

2. Confirm whether the Jira instance is cloud or server, asking the user rather than assuming, because the required user identifier differs by type.

3. Look up an issue, search issues with JQL, or list the issues in a sprint.

4. Look up issue priorities, the issue type statuses for a project, or an issue’s available transitions.

5. Transition an issue to a new status or add a comment to it.

6. Ask the user for any user identifier the action needs, such as an account ID for cloud or a username for server, rather than defaulting to the logged-in user.

7. Assign an issue, and add or remove watchers.

8. Copy an attachment from a ServiceNow record to an issue or delete an attachment.

9. Delete an issue.

10. Report the outcome to the user, including details of any error.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.

</td></tr><tr><td>

Tools

</td><td>

• Flow Actions

Add Comment

Add Watcher

Assign Issue

Copy Attachment

Delete Attachment

Delete Issue

Delete Watcher

Do Transition

Look up Issue Type Statuses by Project

Look up Issue

Look up Issue Priorities

Look up Issues Stream

Look up Sprint Issues Stream

Look up Transitions

Look up Watchers

</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

snc_internal

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

snc_internal

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Not applicable.

</td></tr></tbody> </table>Parent Topic:Jira Spoke AI agents

Related topics

Jira Spoke

Integration Hub spokes