Connect Jira Service Management to AI agents

Connect Jira Service Management to Claude, Codex, Cursor, or other AI agents for your entire team. Metorial security, governance, observability, and gives your team a unified Magic MCP url to connect.

Supported Tools

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.

manage_organization

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 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 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 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 Queues & Issues

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

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 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 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

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

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

Delete Issue

Permanently delete a Jira issue. Optionally deletes subtasks as well. This action cannot be undone.

manage_customer

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

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 Projects

List Jira projects accessible to the authenticated user. Returns project keys, names, types, and lead information.

search_knowledge_base

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 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`.

More integrations teams use with Jira Service Management

Linear

Create, read, update, and delete issues across teams with support for priorities, labels, assignees, due dates, and workflow states. Manage projects that group related issues, and organize work into time-boxed cycles (sprints). Create and manage documents, comments, and file attachments. Search issues using vector similarity or rich filters. Configure teams, workflow states, and labels. Track customers and link them to issues. Subscribe to real-time webhooks for changes to issues, projects, cycles, comments, documents, and more.

GitHub

Manage repositories, issues, and pull requests. Create and configure branches, star repositories, review code, and merge changes. Automate CI/CD workflows with GitHub Actions, manage workflow runs, secrets, and artifacts. Track issues with labels, milestones, and assignees. Search across code, repositories, issues, and users. Manage organizations, teams, and memberships. Create and manage projects, gists, packages, deployments, and environments. Access security alerts including code scanning, secret scanning, and Dependabot alerts. Read and write file contents in repositories. Manage webhooks, notifications, and codespaces.

Hubspot

Create, read, update, and delete CRM objects including contacts, companies, deals, tickets, and custom objects. Manage associations between CRM records. Track engagements such as calls, emails, meetings, notes, and tasks. Send transactional and marketing emails, manage campaigns, and handle subscription preferences. Build and manage marketing workflows, sequences, and automation actions. Manage CMS content including blog posts, landing pages, and HubDB tables. Handle commerce data including products, orders, invoices, quotes, and payments. Create and manage contact lists for segmentation. Configure deal, ticket, and order pipelines with custom stages. Search and filter CRM records. Bulk import and export CRM data. Manage users, teams, and account settings. Subscribe to webhooks for real-time notifications on object creation, deletion, property changes, merges, and association changes.

Salesforce

Manage CRM data including Accounts, Contacts, Leads, Opportunities, Cases, and custom objects. Create, read, update, and delete records. Query data using SOQL and search across objects using SOSL. Perform bulk data operations for large-scale imports, exports, and migrations. Execute composite requests to batch multiple operations in a single API call. Access analytics, reports, and dashboards. Manage files and attachments associated with records. Interact with Chatter feeds, posts, and groups for social collaboration. Subscribe to real-time change events via Change Data Capture and Platform Events. Manage org metadata including custom objects, fields, layouts, and workflows. Query data using GraphQL for precise data retrieval across related objects.

Apolloio

Search and prospect B2B contacts and companies from a database of over 275 million people and 70 million organizations. Enrich people and company data with emails, phone numbers, and firmographic details. Create and manage contacts, accounts, deals, and tasks. Add contacts to email sequences and manage sequence statuses. Log and search call records. Perform bulk operations for contact creation, account creation, task creation, and data enrichment.

Microsoft Outlook

Send, read, reply to, forward, and manage email messages in user mailboxes. Organize messages into folders, apply categories, flags, and importance levels. Manage file and item attachments. Create, update, delete, and respond to calendar events and meetings. Find available meeting times, manage attendees, handle recurrence, and work with shared or delegated calendars. Create, read, update, and delete contacts, organize them into contact folders, and manage contact photos. Manage tasks and task lists via Microsoft To Do, including due dates, reminders, recurrence, and checklist items. Subscribe to webhook notifications for changes to messages, calendar events, and contacts. Support for Focused Inbox, @-mentions, mail tips, send-on-behalf, and send-as capabilities.

Technical notes for Jira Service Management

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.

Connect Jira Service Management to production AI agents

See how Metorial gives Jira Service Management access the governance, tracing, and security controls teams need.

Frequently asked questions

Common questions about connecting Jira Service Management to AI agents with Metorial.

  1. Can Metorial connect Jira Service Management to AI agents?
    Yes. Metorial connects AI agents to Jira Service Management through a governed integration layer, so teams can use the provider while keeping access controlled and observable.
  2. Metorial is MCP compatible and lets teams expose approved provider tools to MCP-capable agents and clients through a controlled access layer.
  3. Metorial applies policies across users, groups, providers, agents, and individual tools, then records the context around every agent interaction.
  4. Yes. Metorial records provider activity so teams can inspect tool calls, troubleshoot integrations, and give security teams the visibility they need.