How do I connect Jira Service Management to Lodol?

Authenticate Jira Service Management once from your workspace and every action and trigger it supports becomes available to drop into a workflow. There is no glue code to write or maintain.

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Jira Service Management

Help Desk

Run a service desk from a workflow with Jira Service Management. Raise customer requests, read the queues they land in, comment on them, move them through their workflow, watch their SLA clocks, and manage the customer organizations behind them.

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20 actions

Actions

Steps your workflow can run in Jira Service Management.

List service desksList the service desks the connected account can see, with each one's id, project key, name and type. The id is what every other service desk action takes - start here when you do not know it.

Get service deskRead one service desk: its id, the Jira project it belongs to, that project's key and name, and its project type.

List request typesList the request types customers can raise on a service desk - 'Get IT help', 'Report a bug' and so on - with each one's id, name, description and help text. The id is what 'Create request' takes.

Get request type fieldsList the fields a request type asks for, which of them are required, and the values any dropdown among them accepts. Run this before 'Create request' against an unfamiliar request type: each entry's 'fieldId' is exactly the key that action's 'Additional fields' map wants.

List queuesList a service desk's agent queues, with each one's id, name and the JQL query that defines it. Optionally include how many requests are sitting in each.

List requests in a queueList the requests currently in one queue. These come back in Jira's issue shape - 'key' and a 'fields' object - rather than the customer request shape the other request actions return, because a queue reports the underlying issues.

List service desk customersList the customers who can raise requests against a service desk, with each one's account id, display name and - where their Atlassian profile allows it - their email address. Narrow it with a search term.

Create requestRaise a customer request on a service desk and return it, including the key ('ITSM-42') every other request action takes. If the request type requires fields beyond a summary and a description, run 'Get request type fields' first and pass them in 'Additional fields' keyed by their field id.

List requestsSearch the customer requests the connected account can see. Narrow by summary text, by service desk, by request type, by open or closed, and by how the account relates to the request - it created it, is a participant on it, or approves it. Left alone, it reports the account's own and participating requests.

Get requestRead one customer request: its key and id, summary, request type, reporter, current status, every field value on it, and the portal and agent links to it. Ask for more with 'Also fetch'.

Get request status historyList the statuses a request has moved through, oldest first, each with the date it changed and its category (NEW, INDETERMINATE or DONE). The last entry is where it is now.

List request transitionsList the status changes the connected account may make to a request right now, with each one's id and name. These depend on the request's current status, so read them immediately before using one rather than hard-coding an id.

Transition requestMove a request to another status - resolving it, closing it, or whatever else its workflow allows. Take the transition id from 'List request transitions' run against the same request; an id from a request in a different status will be refused.

Add commentAdd a comment to a request. Leave 'Visible to the customer' off - the default - for an internal note only agents see. Turn it on to reply to the customer: that is emailed to them and shown on the portal, and cannot be unsent.

List request commentsList a request's comments, oldest first, each with its author, text, date, and whether it is a public reply or an internal note. Narrow to just one of the two.

List request participantsList the customers copied in on a request - the people who receive its notifications and can see it in the portal alongside the person who raised it.

Get request SLAsRead every SLA clock running on a request - time to first response, time to resolution and any others configured - with how much of each goal is left and whether it has been breached. A service desk with no SLAs configured correctly returns nothing.

List organizationsList the customer organizations on the site, with each one's id and name. Give an account id to list only the organizations that customer belongs to.

Create organizationCreate a customer organization and return it, including the id later steps need. Names are not unique on an Atlassian site - creating the same name twice gives two organizations that only their ids tell apart - so keep the id this returns rather than looking the organization up by name.

Delete organizationDelete a customer organization. Atlassian deletes it whatever it is attached to: its members keep their accounts and their requests, but every service desk association goes with it, and requests shared with the organization stop being shared.