About
About Jira Service Management Cloud
Jira Service Management Cloud is Atlassian's cloud-native IT service management platform, used by thousands of organisations worldwide to deliver high-velocity ITSM, customer support, and operations management from a single unified solution. It enables service teams to manage incidents, service requests, changes, and assets while providing end users with a branded self-service portal and an integrated knowledge base
Core Capabilities
Service request management, incident and change management, SLA policy configuration, customer self-service portal, knowledge base integration, asset and configuration management, automation rules, and reporting dashboards.
Deployment
Fully cloud-hosted, multi-tenant SaaS platform available on Free, Standard, Premium, and Enterprise plans. The Business Connector integrates via the Jira Service Management Cloud REST API using OAuth 2.0, with no on-premises components required.
Data Model
Service desk-centric architecture where each service project represents a dedicated support queue. Requests are routed by request type, with SLA policies, agent queues, and approval workflows applied automatically. The connector supports all standard JSM objects including service desks, request types, customers, organisations, and assets.
Typical Landscape
Jira Service Management Cloud typically integrates with ITSM and monitoring platforms (PagerDuty, Datadog, OpsGenie), CRM and ERP systems (Salesforce, SAP Business One, Dynamics 365), collaboration platforms (Slack, Microsoft Teams), and asset management tools.
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System Objects
System Objects Covered
The System Connector covers the following Jira Service Management Cloud objects, providing secure API-level access and enabling seamless CRUD operations.
Organization
Groups of customers associated with a service desk project. Includes organisation name, member list, and service desk associations for structured multi-tenant support operations.
Customer
End users registered to raise and track service requests in a service desk. Includes email address, display name, and service desk access rights.
Info
Service desk metadata for a given project. Returns the service desk ID, project key, project name, and project description for configuration and routing purposes.
Knowledgebase
Self-service knowledge articles linked to a service desk project. Supports keyword-based article search and retrieval to surface resolution content for incoming requests.
Assets
Configuration items and asset records managed within Jira Service Management Assets. Includes object schema, attribute values, and asset type classification for ITSM and change management workflows.
Request
Customer-submitted service requests and support tickets. Includes request type, summary, description, priority, current status, SLA breach information, and linked reporter details.
RequestType
Configurable request categories available within a service desk project. Defines the intake fields, associated workflow, and portal groups through which customers submit requests.
ServiceDesk
Individual service desk projects within the Jira Service Management instance. Returns project key, project name, service desk ID, and project type metadata for routing and configuration.
What Lives Under One Roof
What you can do with this connector
All natively built, All sharing OES data model. All accessible from one workspace.
CRM-to-Service Request Automation
When a deal closes or a support escalation is triggered in Salesforce, HubSpot, or Dynamics 365, a corresponding service request is automatically raised in Jira Service Management Cloud with the correct request type, priority, and customer details mapped from the originating record, eliminating manual ticket creation.
Incident and Alert-to-Request Routing
Alerts raised in monitoring platforms such as PagerDuty or Datadog are automatically converted into JSM service requests with the appropriate request type and priority. Resolution updates in Jira Service Management sync back to the monitoring tool, closing the loop without duplicate data entry.
Customer and Organisation Provisioning
New customers and organisational accounts created in your CRM or ERP are automatically provisioned in Jira Service Management Cloud. Service desk access, organisation membership, and customer groupings stay consistent across all integrated platforms without manual intervention.
Asset and Configuration Item Sync
Asset records maintained in your ERP or asset management system are synchronised with Jira Service Management Assets. Configuration items remain accurate and current, supporting faster incident triage, accurate impact assessment, and reliable change management workflows.
Cross-System Request Status Visibility
As service requests progress through triage, in-progress, and resolved states in Jira Service Management, status updates are pushed to connected CRM platforms and collaboration tools such as Slack or Microsoft Teams. Stakeholders stay informed without logging into multiple systems.
Knowledge Base Integration for Ticket Deflection
Knowledge base articles published in Jira Service Management are retrieved and surfaced in connected portals and chatbots. When a request is submitted, matching articles are presented to customers automatically, reducing routine ticket volume and improving first-contact resolution rates.
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