Manage service desk requests, queues, and SLAs in Jira Service Management via the Atlassian Cloud REST API.

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Jira Service Management

Manage service desk requests, queues, and SLAs in Jira Service Management (Cloud) via the Atlassian Service Desk REST API.

Operations

Operation	Description
`list-servicedesks`	List all service desks accessible to the authenticated user
`list-queues`	List queues in a service desk (requires `serviceDeskId`)
`list-queue-issues`	List issues/requests in a specific queue (requires `serviceDeskId`, `queueId`)
`list-requests`	List customer requests; optionally filter by `serviceDeskId` and `requestStatus`
`get-request`	Get full details of a single request by issue ID or key (e.g. `DEMO-1`)
`create-request`	Create a new customer request (requires `serviceDeskId`, `requestTypeId`, `summary`)
`add-comment`	Add a public comment to an existing request (requires `issueIdOrKey`, `comment`)

Authentication — API Token (Basic Auth)

Jira Service Management Cloud uses Basic authentication with an Atlassian API token.

Go to https://id.atlassian.com/manage-profile/security/api-tokens
Click Create API token, give it a label, and copy the token.
Pass apiKey as [email protected]:YOUR_API_TOKEN — the tool encodes this to Base64 automatically.

Parameters

Parameter	Required	Description
`apiKey`	Yes	`email:api_token` (see above)
`siteUrl`	Yes	Your Atlassian site, e.g. `https://yourcompany.atlassian.net`
`operation`	Yes	One of the operations listed above
`serviceDeskId`	Conditional	Integer ID of the service desk
`queueId`	Conditional	Integer ID of the queue
`issueIdOrKey`	Conditional	Issue ID or key (e.g. `DEMO-1`)
`requestTypeId`	Conditional	Request type ID (required for `create-request`)
`summary`	Conditional	Request title (required for `create-request`)
`description`	No	Request description body (used in `create-request`)
`comment`	Conditional	Comment text (required for `add-comment`)
`requestStatus`	No	Filter `list-requests` by `OPEN_REQUESTS`, `CLOSED_REQUESTS`, or `ALL_REQUESTS`
`limit`	No	Max items per page (max 50)

Examples

List all service desks:

operation: list-servicedesks
apiKey: [email protected]:AbCdEfGhIjKlMnOp
siteUrl: https://mycompany.atlassian.net

List open requests in a service desk:

operation: list-requests
apiKey: [email protected]:AbCdEfGhIjKlMnOp
siteUrl: https://mycompany.atlassian.net
serviceDeskId: 1
requestStatus: OPEN_REQUESTS

Get a specific request:

operation: get-request
apiKey: [email protected]:AbCdEfGhIjKlMnOp
siteUrl: https://mycompany.atlassian.net
issueIdOrKey: IT-42

Create a new IT request:

operation: create-request
apiKey: [email protected]:AbCdEfGhIjKlMnOp
siteUrl: https://mycompany.atlassian.net
serviceDeskId: 1
requestTypeId: 25
summary: Laptop won't turn on
description: My laptop stopped powering on after the update last night.

Add a comment to a request:

operation: add-comment
apiKey: [email protected]:AbCdEfGhIjKlMnOp
siteUrl: https://mycompany.atlassian.net
issueIdOrKey: IT-42
comment: We have received your request and will contact you shortly.

List queues in a service desk:

operation: list-queues
apiKey: [email protected]:AbCdEfGhIjKlMnOp
siteUrl: https://mycompany.atlassian.net
serviceDeskId: 1

List issues in a queue:

operation: list-queue-issues
apiKey: [email protected]:AbCdEfGhIjKlMnOp
siteUrl: https://mycompany.atlassian.net
serviceDeskId: 1
queueId: 12
limit: 20

Finding IDs

serviceDeskId — run list-servicedesks; each result has an id field.
queueId — run list-queues with your serviceDeskId; each result has an id field.
requestTypeId — in Jira, navigate to your service desk > Project settings > Request types. The ID appears in the URL.

Notes

The X-ExperimentalApi: opt-in header is sent automatically on all calls (required to avoid HTTP 412 errors on some endpoints).
List responses extract the values array from the JSM pagination envelope for cleaner output.
Results are capped at 5 MB to protect memory.

Publishes

The keys a later task may reference as {{taskName.key}}. Referencing anything not listed here resolves to nothing at run time.

error
result
status

Input Properties

Every property this tool accepts, from its own tool.iml.

Property	Type	Required	Default	Description
`apiKey`	string	yes	—	Atlassian API token used with Basic auth (Base64 of 'email:api_token'). Generate at https://id.atlassian.com/manage-profile/security/api-tokens. Pass as 'email:api_token' — the tool encodes it.
`operation`	string	yes	—	One of: list-servicedesks, list-queues, list-queue-issues, list-requests, get-request, create-request, add-comment
`siteUrl`	string	no	—	Your Atlassian site URL, e.g. https://yourcompany.atlassian.net. Required for all operations.
`serviceDeskId`	string	no	—	Service desk ID (integer). Required for list-queues, list-queue-issues, and create-request.
`queueId`	string	no	—	Queue ID (integer). Required for list-queue-issues.
`issueIdOrKey`	string	no	—	Issue ID or key (e.g. DEMO-1). Required for get-request and add-comment.
`requestTypeId`	string	no	—	Request type ID (integer). Required for create-request.
`summary`	string	no	—	Request summary/title. Required for create-request.
`description`	string	no	—	Request description body. Used in create-request.
`comment`	string	no	—	Comment body text. Required for add-comment.
`requestStatus`	string	no	—	Filter list-requests by status: OPEN_REQUESTS, CLOSED_REQUESTS, or ALL_REQUESTS (default ALL_REQUESTS).
`limit`	string	no	—	Page size (max 50) for list operations.