query-service-tickets

name	query-service-tickets
description	List and view customer incidents, changes, and service requests from Jira. Use when the user needs to check open tickets, review incident details, or look up service request status.
allowed-tools	Bash(python:*)

Query Service Tickets

Look up customer incidents, change requests, and service requests from Jira Service Management. Uses only Python stdlib — no third-party dependencies.

Setup

No pip dependencies — uses only Python standard library. Requires Python 3.10+.

Configure a Jira connection before first use:

python3 ${CLAUDE_PLUGIN_ROOT}/scripts/bootstrap.py add-connection jira main

Or verify existing configuration:

python3 ${CLAUDE_PLUGIN_ROOT}/scripts/bootstrap.py check jira

Prerequisites

• Python 3.10+
• A Jira connection configured via bootstrap.py add-connection jira <name> (stores server URL, email, API token)
• Or environment variables: JIRA_SERVER, JIRA_EMAIL, JIRA_API_TOKEN

Authentication

Credentials are resolved in this order:

1. CLI flags: --server, --email, --api-token
2. Workspace config: connection name in ops/opskit.json → connections.json
3. Global default: default connection in config.json → connections.json
4. Environment variables: JIRA_SERVER, JIRA_EMAIL, JIRA_API_TOKEN

Workflow

1. Identify the customer — determine which customer's tickets to query. Use list-organizations to find their JSM organization.
2. Search tickets — use JQL queries to find relevant tickets, optionally filtered by organization.
3. Get ticket details — retrieve full issue details including description, labels, components, and attachment list.
4. Read comments — get the discussion thread on a ticket for troubleshooting context.
5. Download attachments — download files attached to tickets for analysis.

Usage

# Search for open tickets (server/credentials from connection config)
python3 ${CLAUDE_PLUGIN_ROOT}/skills/query-service-tickets/scripts/query_jira.py \
  --action search \
  --jql "project = PROJ AND status != Done ORDER BY created DESC" \
  --max-results 20

# Get details of a specific ticket
python3 ${CLAUDE_PLUGIN_ROOT}/skills/query-service-tickets/scripts/query_jira.py \
  --action get \
  --issue-key "PROJ-1234"

# Get comments on a ticket
python3 ${CLAUDE_PLUGIN_ROOT}/skills/query-service-tickets/scripts/query_jira.py \
  --action get-comments \
  --issue-key "PROJ-1234"

# List all JSM organizations (customers)
python3 ${CLAUDE_PLUGIN_ROOT}/skills/query-service-tickets/scripts/query_jira.py \
  --action list-organizations

# List attachments on a ticket
python3 ${CLAUDE_PLUGIN_ROOT}/skills/query-service-tickets/scripts/query_jira.py \
  --action list-attachments \
  --issue-key "PROJ-1234"

# Download an attachment to a specific directory
python3 ${CLAUDE_PLUGIN_ROOT}/skills/query-service-tickets/scripts/query_jira.py \
  --action download-attachment \
  --attachment-id 12345 \
  --output-dir ./downloads

# Override connection with explicit server
python3 ${CLAUDE_PLUGIN_ROOT}/skills/query-service-tickets/scripts/query_jira.py \
  --server "https://other-instance.atlassian.net" \
  --action search \
  --jql "project = PROJ ORDER BY created DESC"

# Table output format
python3 ${CLAUDE_PLUGIN_ROOT}/skills/query-service-tickets/scripts/query_jira.py \
  --action search \
  --jql "project = PROJ AND status != Done" \
  --format table

Actions

Action	Description	Required Args
search	Search tickets using JQL	--jql
get	Get full details of a specific ticket	--issue-key
get-comments	Get comments/discussion on a ticket	--issue-key
list-organizations	List JSM organizations (customers)	—
list-attachments	List attachments on a ticket	--issue-key
download-attachment	Download an attachment by ID	--attachment-id, --output-dir

Common JQL Patterns

• Open incidents: project = PROJ AND issuetype = Incident AND status != Done
• Recent changes: project = PROJ AND issuetype = "Change Request" AND created >= -7d
• High priority: project = PROJ AND priority in (Critical, High) AND status != Done
• By organization: project = PROJ AND organizations = "Customer Name"
• Text search: project = PROJ AND text ~ "error message"

Troubleshooting Workflow

When investigating a customer issue:

1. Find the organization: --action list-organizations
2. Search their tickets: --action search --jql "project = PROJ AND organizations = \"Customer Name\" ORDER BY updated DESC"
3. Get issue details: --action get --issue-key PROJ-1234
4. Read comments: --action get-comments --issue-key PROJ-1234
5. Download relevant attachments: --action list-attachments --issue-key PROJ-1234, then --action download-attachment --attachment-id <id> --output-dir ./downloads

Important

• Read-only — never create, modify, or transition tickets
• Be mindful of large result sets — use --max-results to limit
• Server, email, and API token come from the connection config — override with CLI flags
• Manage connections with bootstrap.py add-connection jira <name>

Reference

See Jira API reference for API details.