create_customer_request
Create Customer Request
Create a new customer request (service desk ticket) in a JSM service desk. Requires a service desk ID and request type ID. The request can optionally be raised on behalf of a customer.
create_customer_request
Create a new customer request (service desk ticket) in a JSM service desk. Requires a service desk ID and request type ID. The request can optionally be raised on behalf of a customer.
manage_organization
Create, list, get, or delete organizations. Also manage organization members by adding or removing users. Organizations group customers for service desk access management.
search_users
Search for Jira users by name or email. Returns matching user accounts with their account IDs, display names, and email addresses. Useful for finding user account IDs needed by other tools.
list_service_desks
List all service desks available in the Jira Service Management instance. Returns service desk IDs, names, project keys, and descriptions.
add_comment
Add a comment to a Jira issue or service desk request. Supports both public (customer-visible) and internal (agent-only) comments for service desk requests.
list_queues
List service desk queues and optionally retrieve the issues within a specific queue. Queues are pre-configured filters agents use to manage incoming work.
get_issue
Retrieve detailed information about a specific Jira issue by its key or ID. Returns the full issue fields including summary, description, status, assignee, comments, transitions, and SLA information for service desk requests.
create_issue
Create a new Jira issue in a specified project. Supports setting summary, description, issue type, priority, assignee, labels, components, and custom fields.
update_issue
Update an existing Jira issue's fields. Supports changing summary, description, priority, labels, components, assignee, and custom fields. Can also transition the issue to a new status or assign/unassign it.
manage_approval
View or action approvals on a customer request. Can list pending approvals for a request, or approve/decline a specific approval.
get_sla_information
Retrieve SLA (Service Level Agreement) information for a customer request. Shows active and completed SLA cycles including time to first response, time to resolution, and custom SLA metrics.
delete_issue
Permanently delete a Jira issue. Optionally deletes subtasks as well. This action cannot be undone.
manage_customer
Create customer accounts, list customers for a service desk, or add/remove customers from a service desk. Customers are the end-users who submit requests through the service desk portal.
list_request_types
List request types available for a service desk, including their field definitions. Useful for discovering which request types are available and what fields they require before creating a customer request.
list_projects
List Jira projects accessible to the authenticated user. Returns project keys, names, types, and lead information.
search_knowledge_base
Search knowledge base articles linked to a service desk. Articles are sourced from linked Confluence spaces. Useful for finding existing documentation or solutions before creating new requests.
search_issues
Search for Jira issues using JQL (Jira Query Language). Supports filtering by project, status, assignee, priority, labels, and any other issue fields. Use JQL syntax like `project = "KEY" AND status = "Open"` or `assignee = currentUser() ORDER BY updated DESC`.
Create, view, search, and manage customer service requests (tickets) including comments, attachments, approvals, and SLA tracking. Manage service desk projects, request types, queues, customers, and organizations. Search knowledge base articles linked to Confluence. Manage assets and configuration items (CMDB) including schemas, object types, and attributes. Handle incident and alert management with on-call schedules, escalation policies, and routing rules. Perform full Jira issue CRUD, workflow transitions, JQL searches, and project management. Receive webhooks for issue, comment, attachment, project, sprint, and user events.
Common questions about connecting Jira Service Management to AI agents with Metorial.