Managing Jira Service Management

---
name: managing-jira-service-management
description: |
  Use when working with Jira Service Management — jira Service Management (JSM)
  for IT service desk operations including request queues, SLA management,
  automation rules, knowledge base integration, and customer portal management.
  Use when managing service desk queues, configuring SLA targets, building
  automation rules, publishing help center articles, or analyzing service desk
  performance metrics.
connection_type: jira-service-management
preload: false
---

# Jira Service Management Skill

Manage and analyze JSM queues, SLAs, automation rules, knowledge base, and service desk metrics.

## API Conventions

### Authentication
All API calls use Basic Auth (email + API token) or OAuth. Injected automatically.

### Base URL
`https://{{domain}}.atlassian.net/rest/servicedeskapi`

### Core Helper Function

```bash
#!/bin/bash

jsm_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"
    local base_url="${JIRA_URL}/rest/servicedeskapi"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -u "$JIRA_EMAIL:$JIRA_API_TOKEN" \
            -H "Content-Type: application/json" \
            -H "Accept: application/json" \
            -H "X-ExperimentalApi: opt-in" \
            "${base_url}${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -u "$JIRA_EMAIL:$JIRA_API_TOKEN" \
            -H "Content-Type: application/json" \
            -H "Accept: application/json" \
            -H "X-ExperimentalApi: opt-in" \
            "${base_url}${endpoint}"
    fi
}

jira_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -u "$JIRA_EMAIL:$JIRA_API_TOKEN" \
            -H "Content-Type: application/json" \
            "${JIRA_URL}/rest/api/3${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -u "$JIRA_EMAIL:$JIRA_API_TOKEN" \
            -H "Content-Type: application/json" \
            "${JIRA_URL}/rest/api/3${endpoint}"
    fi
}
```

## Common Operations

### Queue Management

```bash
#!/bin/bash
echo "=== Service Desks ==="
jsm_api GET "/servicedesk" \
    | jq -r '.values[] | "\(.id)\t\(.projectKey)\t\(.projectName)"' \
    | column -t

echo ""
SERVICE_DESK_ID="${1:-1}"
echo "=== Queues for Service Desk ${SERVICE_DESK_ID} ==="
jsm_api GET "/servicedesk/${SERVICE_DESK_ID}/queue" \
    | jq -r '.values[] | "\(.id)\t\(.issueCount) issues\t\(.name)"' \
    | column -t
```

### SLA Monitoring

```bash
#!/bin/bash
ISSUE_KEY="${1:?Issue key required}"
echo "=== SLA Status for ${ISSUE_KEY} ==="
jsm_api GET "/request/${ISSUE_KEY}/sla" \
    | jq -r '.values[] | "\(.name)\t\(.completedCycles[0].breached // .ongoingCycle.breached)\tremaining: \(.ongoingCycle.remainingTime.friendly // "completed")"'

echo ""
echo "=== Issues Breaching SLA ==="
jira_api GET "/search?jql=project=SD AND statusCategory!=Done AND 'Time to resolution' = breached()&maxResults=20&fields=key,summary,priority,status" \
    | jq -r '.issues[] | "\(.key)\t\(.fields.priority.name)\t\(.fields.status.name)\t\(.fields.summary[0:50])"' \
    | column -t
```

### Knowledge Base

```bash
#!/bin/bash
SERVICE_DESK_ID="${1:-1}"
echo "=== Knowledge Base Articles ==="
jsm_api GET "/servicedesk/${SERVICE_DESK_ID}/knowledgebase/article?limit=20" \
    | jq -r '.values[] | "\(.title[0:60])\t\(.source.type)"' \
    | column -t
```

### Service Desk Metrics

```bash
#!/bin/bash
echo "=== Request Types ==="
SERVICE_DESK_ID="${1:-1}"
jsm_api GET "/servicedesk/${SERVICE_DESK_ID}/requesttype" \
    | jq -r '.values[] | "\(.id)\t\(.name)\t\(.description[0:40])"' \
    | column -t

echo ""
echo "=== Open Requests by Status ==="
jira_api GET "/search?jql=project=SD AND statusCategory!=Done&maxResults=0" \
    | jq '.total'
```

## Output Format

Present results as a structured report:
```
Managing Jira Service Management Report
═══════════════════════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]
```

Target ≤50 lines of output. Use tables for multi-resource comparisons.

## Anti-Hallucination Rules

1. **NEVER assume resource names** — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. **NEVER fabricate metric names or dimensions** — verify against the service documentation or `--help` output.
3. **NEVER mix CLI commands between service versions** — confirm which version/API you are targeting.
4. **ALWAYS use the discovery → verify → analyze chain** — every resource referenced must have been discovered first.
5. **ALWAYS handle empty results gracefully** — an empty response is valid data, not an error to retry.

## Counter-Rationalizations

| Shortcut | Counter | Why |
|----------|---------|-----|
| "I'll skip discovery and check known resources" | Always run Phase 1 discovery first | Resource names change, new resources appear — assumed names cause errors |
| "The user only asked for a quick check" | Follow the full discovery → analysis flow | Quick checks miss critical issues; structured analysis catches silent failures |
| "Default configuration is probably fine" | Audit configuration explicitly | Defaults often leave logging, security, and optimization features disabled |
| "Metrics aren't needed for this" | Always check relevant metrics when available | API/CLI responses show current state; metrics reveal trends and intermittent issues |
| "I don't have access to that" | Try the command and report the actual error | Assumed permission failures prevent useful investigation; actual errors are informative |

## Common Pitfalls

- **Experimental API**: Many JSM endpoints require `X-ExperimentalApi: opt-in` header
- **Service Desk ID vs Project Key**: Queue operations use service desk ID, not project key
- **SLA JQL functions**: Use `breached()`, `paused()`, `running()`, `withinCalendarHours()` for SLA queries
- **Rate limits**: Atlassian Cloud enforces per-user and per-app rate limits — check `X-RateLimit-Remaining`
- **Pagination**: Use `start` and `limit` parameters — default page size varies by endpoint
- **Customer vs Agent API**: Some endpoints have separate customer-facing and agent-facing versions
- **Knowledge base**: Articles are stored in Confluence — JSM provides a proxy API