| name | jira-service-management |
| description | Complete ITSM/ITIL workflow support for JSM - service desks, requests, SLAs, customers, approvals, knowledge base. Use when managing service desk requests, tracking SLAs, or handling customer operations. |
| version | 1.0.0 |
| author | jira-assistant-skills |
| license | MIT |
| allowed-tools | ["Bash","Read","Glob","Grep"] |
jira-jsm
Complete ITSM (IT Service Management) and ITIL workflow support for Jira Service Management (JSM).
Risk Levels
| Operation | Risk | Notes |
|---|
| List service desks/queues | - | Read-only |
| Get request/SLA status | - | Read-only |
| Search knowledge base | - | Read-only |
| List customers/orgs | - | Read-only |
| Create request | - | Easily reversible (can cancel) |
| Add comment (public) | - | Can delete |
| Add comment (internal) | - | Can delete |
| Create customer | - | Can remove |
| Create organization | - | Can delete |
| Create asset | - | Can delete |
| Transition request | ! | Can transition back |
| Add participant | ! | Can remove |
| Update asset | ! | Can update again |
| Link asset to request | ! | Can unlink |
| Approve request | ! | Cannot unapprove (audit trail) |
| Decline request | ! | Cannot undecline (audit trail) |
| Remove customer | !! | Loses service desk access |
| Delete organization | !! | Customer associations lost |
Risk Legend: - Safe, read-only | ! Caution, modifiable | !! Warning, destructive but recoverable | !!! Danger, irreversible
When to use this skill
Use jira-jsm when you encounter:
Problem Indicators
- Keywords: "SLA", "service level", "breach", "approval", "change request", "incident"
- Issue keys like:
SD-123, INC-456 (service desk format vs standard PROJ-123)
- Workflow needs: customer-facing requests, ITIL processes, service catalogs
- User questions about: incidents, problems, changes, service requests (not bugs/stories)
Feature Triggers
- Need to track SLA compliance or generate SLA reports
- Managing approval workflows or CAB (Change Advisory Board) decisions
- Working with knowledge base integration for customer self-service
- Linking IT assets to requests or impact analysis
- Multi-tier support structure (agents, managers, customers)
Integration Scenarios
- Created a request and want to update it: Use jira-issue for standard updates
- Transitioning through approval workflow: Use jira-jsm for JSM-specific transitions
- Searching for requests with complex criteria: Use jira-search for JQL
NOT This Skill
- Creating bugs/stories in Agile: Use jira-issue
- Sprint planning or backlog management: Use jira-agile
- Developer workflow integration: Use jira-dev
- Standard issue lifecycle management: Use jira-lifecycle
Still unsure? Check the decision tree
What this skill does
IMPORTANT: Always use the jira-as CLI. Never run Python scripts directly.
This skill provides comprehensive JSM operations organized into 6 key ITSM capabilities:
| Capability | Description | Key Commands |
|---|
| Service Desk Core | Manage service desks, portals, request types | jira-as jsm service-desk list, jira-as jsm request-type fields |
| Request Management | Create and manage customer-facing requests | jira-as jsm request create, jira-as jsm request get, jira-as jsm request transition |
| Customer & Organization | Manage customers, organizations, participants | jira-as jsm customer create, jira-as jsm request add-participant |
| SLA & Queue | Track SLAs, manage queues | jira-as jsm sla get, jira-as jsm sla report, jira-as jsm queue list |
| Comments & Approvals | Collaboration and approval workflows | jira-as jsm request comment, jira-as jsm approval approve |
| Knowledge Base & Assets | KB search, asset management | jira-as jsm kb search, jira-as jsm kb suggest, jira-as jsm asset create |
Quick Start
jira-as jsm service-desk list
jira-as jsm request-type list 1
jira-as jsm request create 1 10 --summary "Email service down" --description "Production email server is not responding to connections"
jira-as jsm request create 1 10 --summary "Password reset" --on-behalf-of "5b10ac8d82e05b22cc7d4ef5"
jira-as jsm request create 1 10 --summary "Test request" --dry-run
jira-as jsm sla get SD-123
jira-as jsm request comment SD-123 "Looking into this issue now"
jira-as jsm request comment SD-123 "Escalating to Tier 2 support" --internal
jira-as jsm approval approve SD-124 --approval-id 1001 --yes
jira-as jsm approval approve SD-124 --approval-id 1001 --dry-run
jira-as jsm approval decline SD-124 --approval-id 1001 --yes
jira-as jsm approval decline SD-124 --approval-id 1001 --dry-run
For detailed setup instructions, see docs/QUICK_START.md.
Available Commands
All commands support --help for full documentation.
Service Desk Core
| Command | Description |
|---|
jira-as jsm service-desk create | Create new service desk |
jira-as jsm service-desk list | List all service desks |
jira-as jsm service-desk get | Get service desk details |
jira-as jsm request-type list | List available request types |
jira-as jsm request-type get | Get request type details |
jira-as jsm request-type fields | Get custom fields for request type |
Request Management
| Command | Description |
|---|
jira-as jsm request create | Create service request |
jira-as jsm request get | Get request details |
jira-as jsm request status | Get request status/lifecycle |
jira-as jsm request transition | Transition request through workflow |
jira-as jsm request list | List requests with filtering |
Customer Management
| Command | Description |
|---|
jira-as jsm customer create | Create new customer |
jira-as jsm customer list | List service desk customers |
jira-as jsm customer add | Add customer to service desk |
jira-as jsm customer remove | Remove customer from service desk |
jira-as jsm request add-participant | Add participant to request |
jira-as jsm request remove-participant | Remove participant from request |
jira-as jsm request participants | List request participants |
Organization Management
| Command | Description |
|---|
jira-as jsm organization create | Create customer organization |
jira-as jsm organization list | List all organizations |
jira-as jsm organization get | Get organization details |
jira-as jsm organization delete | Delete organization |
jira-as jsm organization add-customer | Add customer to organization |
jira-as jsm organization remove-customer | Remove customer from organization |
SLA & Queue Management
| Command | Description |
|---|
jira-as jsm sla get | Get SLA information for request |
jira-as jsm sla check-breach | Check for SLA breaches |
jira-as jsm sla report | Generate SLA compliance report |
jira-as jsm queue list | List service desk queues |
jira-as jsm queue get | Get queue details |
jira-as jsm queue issues | Get requests in queue |
Comments & Approvals
| Command | Description |
|---|
jira-as jsm request comment | Add comment to request |
jira-as jsm request comments | Get request comments |
jira-as jsm approval list | Get approval status for request |
jira-as jsm approval pending | List pending approvals |
jira-as jsm approval approve | Approve request |
jira-as jsm approval decline | Decline request |
Knowledge Base & Assets
| Command | Description |
|---|
jira-as jsm kb search | Search knowledge base articles |
jira-as jsm kb get | Get knowledge base article |
jira-as jsm kb suggest | Get KB article suggestions for request |
jira-as jsm asset create | Create new asset |
jira-as jsm asset list | List assets |
jira-as jsm asset get | Get asset details |
jira-as jsm asset update | Update asset attributes |
jira-as jsm asset link | Link asset to request |
jira-as jsm asset find-affected | Find assets affected by request |
Common Options
All scripts support these common options:
| Option | Description | Example |
|---|
--help | Show help and exit | jira-as <command> --help |
--output FORMAT | Output format: text, json, table | --output json |
--service-desk ID | Service desk ID (numeric) | --service-desk 1 |
Exit Codes
| Code | Meaning | Description |
|---|
| 0 | Success | Operation completed |
| 1 | General Error | Unspecified error |
| 2 | Validation Error | Invalid input parameters |
| 3 | Authentication Error | Invalid or expired API token |
| 4 | Permission Error | User lacks permissions |
| 5 | Not Found | Resource not found |
| 6 | Conflict Error | Duplicate or state conflict |
| 7 | Rate Limit Error | API limit exceeded |
Configuration
Environment Variables
export JIRA_URL="https://your-domain.atlassian.net"
export JIRA_EMAIL="your-email@example.com"
export JIRA_API_TOKEN="your-api-token"
export JSM_DEFAULT_SERVICE_DESK="1"
Profile Support
For full configuration options, see references/CONFIG_REFERENCE.md.
Finding Service Desk IDs
Service desk IDs are numeric identifiers required by most scripts.
jira-as jsm service-desk list
jira-as jsm service-desk get 1
Tip: Store frequently used IDs in environment variables:
export IT_SERVICE_DESK=1
export HR_SERVICE_DESK=2
Integration with Other Skills
JSM requests (SD-* keys) are standard JIRA issues and work with all skills:
| Skill | Integration | Example |
|---|
| jira-issue | CRUD operations | Update priority, assignee, labels |
| jira-lifecycle | Workflow transitions | Transition through approval workflow |
| jira-search | Query and filter | Find high-priority incidents, SLA breaches |
| jira-relationships | Link requests | Link incident to problem |
| jira-collaborate | Comments, attachments | Add rich comments, attach files |
Troubleshooting
"Service desk not found"
jira-as jsm service-desk list
"Authentication failed"
Verify environment variables and API token. See docs/TROUBLESHOOTING.md.
"SLA information not available"
Verify SLA is configured in JSM project settings.
For all troubleshooting scenarios, see docs/TROUBLESHOOTING.md.
License Requirements
| Tier | Features |
|---|
| JSM Standard | Service desks, requests, customers, SLAs, approvals, queues, KB |
| JSM Premium | Advanced SLA reporting, change management, problem management, CMDB |
| JSM Assets | Asset management, discovery, linking (free for up to 100 assets) |
Version Compatibility
- JIRA Cloud: Fully supported (primary target)
- JIRA Data Center 9.0+: Supported with minor differences
- JIRA Data Center 8.x: Partial support
For Data Center specifics, see references/DATACENTER_GUIDE.md.
Detailed Documentation
Related Skills
- jira-issue - Standard issue CRUD operations
- jira-lifecycle - Workflow transitions and status management
- jira-search - JQL searches and filters
- jira-collaborate - Comments, attachments, watchers, notifications
- jira-relationships - Issue linking (incidents to problems)
- shared - Common utilities, authentication, error handling
References
