Skip to content
AurionAI

Jira Service Management

5 min readBy Emmanuel Yazbeck

Connect Jira Service Management so that the AI voice agent can find callers, create requests and search your Confluence knowledge base.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile.
  • Your Atlassian site name, for example northwind for northwind.atlassian.net.
  • The email address of an Atlassian account with agent access to Jira Service Management.
  • An API token of that account. You create it in your Atlassian account settings, under the security settings for API tokens.
  • Optional: the ID of the service desk and the ID of the request type that AurionAI must use.

Connect Jira Service Management

  1. In the sidebar, select Configuration.
  2. Open the Integrations category and select Providers.
  3. In the ITSM Integration section, select Set up an ITSM provider. If a tool is already connected, select Edit credentials on its card.
  4. In Provider Type, select Jira Service Management.
  5. In Atlassian Site Name, type your site name. Use only letters, numbers and hyphens.
  6. Optional: type both Service desk ID and Request type ID. Fill in both IDs or leave both empty. Read Service desk and request type.
  7. In Atlassian Account Email, type the email address of the Atlassian account.
  8. In API Token, paste the API token.
  9. Select Test Connection. Wait for Connection successful with the provided credentials.
  10. Check the Capabilities switches. For Jira Service Management, Approvals and Assets are off by default.
  11. Select Save.

The connection dialog with the Jira Service Management fields.

The first time you save, AurionAI opens the field mapping. Read Map provider fields.

When you edit a saved connection, the dialog shows Credentials stored. Leave the email address and the API token empty to keep the saved values.

Service desk and request type

AurionAI creates every request in one service desk, with one request type.

  • If you leave both IDs empty, AurionAI looks at your service desks and request types when you save. It chooses a pair and saves it with the connection.
  • If you fill in both IDs, AurionAI always uses this pair.

AurionAI stores knowledge base articles in Confluence. When you create an article in AurionAI, you choose the Confluence space from the list of your site's spaces. The voice agent searches the knowledge base that is linked to your service desk in Jira Service Management.

Test the connection and create a test ticket

  • Select Test connection on the card. The card shows Connection successful. or the reason of the failure.
  • Select Create a test ticket to create a real request in Jira Service Management. It has the subject "AurionAI - Configuration Test". Delete it afterwards.

Change or remove the connection

  • To replace the API token, select Rotate ITSM credentials. Type the values in Atlassian Account Email and API Token. Select Test Connection, then Rotate. AurionAI keeps the previous values.
  • To go back to the previous credentials, select Rollback to previous credentials and confirm.
  • To remove the connection, select Remove integration and confirm. You cannot undo this.

Result

The card shows Jira Service Management and Connected. AurionAI tests the connection each time you save. Calls that start after you save use the new settings.

If something goes wrong

  • Invalid credentials. Check your API key or client secret. Atlassian refused the email address or the API token. Check that the token belongs to this email address. Create a new token if needed. An account password does not work here.
  • Missing required permissions. Contact your ITSM administrator. The account has no agent access to Jira Service Management. Give it agent access.
  • Rate limit exceeded. Try again later. Atlassian limits the number of requests. Wait a moment and test again.
  • Cannot reach the provider. Check the API URL and network connectivity. AurionAI cannot reach the site. Check the site name.
  • Site name is required (letters, numbers, and hyphens only) Type the site name only, without https:// and without .atlassian.net.
  • Set both JSM IDs or leave both blank Fill in both IDs, or clear both.
  • Enter a numeric JSM ID The IDs contain only digits.
  • Failed to save integration settings, with a message that AurionAI could not find the ticket scope. AurionAI could not choose a service desk and a request type. Check the site name, the credentials, and that the account can see at least one service desk with request types. You can also fill in both IDs.
  • Failed to save integration settings, with a message that you must enter the credentials again. You changed the site. Type the email address and the API token again, then save.
  • Enter credentials above before testing. The test in the dialog needs the email address and the API token. Type them, even when they are already saved.
  • Ticket test failed, with a message that the connection is not verified. Test the connection first. If the test fails, correct the settings and save them.

Still stuck? Submit a request or .