JIRA Service Desk

With the JIRA Service Desk modules in Make, you can watch, create, search and retrieve the customer request, add comments to a customer request, and add temporary attachments to a service desk in your JIRA Service Desk account.

To get started with the JIRA Service Desk create an account at atlassian.com.

Note

The module dialog fields that are displayed in bold (in the Make scenario, not in this documentation article) are mandatory!

Connect JIRA Service Desk with Make

  1. Log in to your Make and add a module from the JIRA Service Desk into a Make scenario.

  2. Click Add next to the Connection field.

    JIRA_Service_Desk.gif
  3. In the Connection name field, enter a name for the connection.

  4. In the Cloud Name field, enter your account cloud name. For example, if your account access URL address is https://xyz.atlassian.net/, then your cloud name is xyz.

  5. Click Continue.

  6. Confirm the access by clicking Accept.

    JIRA_Service_Desk.png

You have successfully connected the JIRA Service Desk app with Make and can now build scenarios.

Triggers

You can watch the customer requests using the following module.

Triggers when a new customer request has been created.

Required Permissions: read:servicedesk-request

Connection

Establish a connection to your JIRA Service Desk account.

Cloud ID

Select or map the Cloud ID whose customer requests you want to watch.

Limit

Enter the maximum number of results Make should return during one scenario execution cycle. The default value is 2.

Expand

Select or map the parameters to expand in the results:

  • Service Desk

  • Request Type

  • Participant

  • SLA

  • Status

  • Attachment

  • Action

  • Comment

  • Comment Attachment

Actions

You can create, retrieve, and add comments to the customer requests, call APIs, and add temporary files to the customer requests.

Creates a new customer request.

Required Permissions: write:servicedesk-request, read:servicedesk-request, manage:servicedesk-customer

For more information on permissions and scopes, see the Create a Customer Request documentation.

Connection

Establish a connection to your JIRA Service Desk account.

Cloud ID

Select or map the Cloud ID for which you want to create a customer request.

Service Desk ID

Select or map the Service Desk ID in which you want to create the customer request.

Request Type ID

Select or map a Request Type ID. For example, request a new account.

Summary

Enter (map) the brief summary of the request.

Attachments

Add any attachments relevant to the request in JSON format.

Description

Enter (map) the customer request details.

Request Participants

Select or map the customers to participate in the request.

Raise on Behalf Of

Select or map the Account ID of the customer for whom the request is being raised on behalf.

Returns a specified customer request.

Required Permissions: read:servicedesk-request

Connection

Establish a connection to your JIRA Service Desk account.

Cloud ID

Select or map the Cloud ID whose customer request details you want to retrieve.

Select Customer Request by

Select the option to choose customer request:

  • Customer Request ID

  • Customer Request Key

Customer Request ID

Select or map the Customer Request ID whose details you want to retrieve.

Customer Request Key

Select or map the customer request key whose details you want to retrieve.

Expand

Select or map the items to expand from the list in the results.

Adds comment on a specified customer request.

Required Permissions: write:servicedesk-request, read:servicedesk-request

Connection

Establish a connection to your JIRA Service Desk account.

Cloud ID

Select or map the Cloud ID to whose customer request you want to add a comment.

Select Customer Request by

Select an option to choose the customer request:

  • Customer Request ID

  • Customer Request Key

Customer Request ID

Select or map the Customer Request ID to which you want to add a comment.

Customer Request Key

Select or map the customer request key of the customer request to which you want to add the comment.

Body

Enter (map) the comment text.

Public

Select whether you want to make this comment public.

Performs an arbitrary authorized API call.

Connection

Establish a connection to your JIRA Service Desk account.

Cloud ID

Select or map the Cloud ID to make an API call.

URL

Enter a path relative to https://api.atlassian.com/ex/jira/00b5f8f4-176b-4a9d-8551-133ca5752f48/rest/servicedeskapi. For example, /request

Note

For the list of available endpoints, refer to the JIRA Service Desk API.

Method

Select the HTTP method you want to use:

GET

to retrieve information for an entry.

POST

to create a new entry.

PUT

to update/replace an existing entry.

PATCH

to make a partial entry update.

DELETE

to delete an entry.

Headers

Enter the desired request headers. You don't have to add authorization headers; we already did that for you.

Query String

Enter the request query string.

Body

Enter the body content for your API call.

Example of Use - Get customer requests

The following API call returns all the requests from your JIRA Service Desk:

URL:

/request

Method:

GET

JIRA_Service_Desk_1.png

Matches of the search can be found in the module's Output under Bundle > Body > values. In our example, 10 requests were returned:

JIRA_Service_Desk_2.png

Adds a temporary attachment to a service desk, which can then be permanently attached to a customer request.

Required Permissions: write:servicedesk-request, read:servicedesk-request

Connection

Establish a connection to your JIRA Service Desk account.

Cloud ID

Select or map the Cloud ID to which you want to add a temporary File.

Service Desk ID

Select or map the Service Desk ID to which you want to add a temporary File.

File

Enter the details of the attachment.

Name

Enter (map) the file name including the file extension. For example, invoice.xml

Data

Enter (map) the file data.

Searches

You can search the customer requests using the following modules.

Searches for customer requests.

Connection

Establish a connection to your JIRA Service Desk account.

Cloud ID

Select or map the Cloud ID whose service desk's customer requests you want to search.

Service Desk ID

Select or map the Service Desk ID whose customer requests you want to search.

Request Type ID

Select or map the Request Type ID of the customer requests you want to search.

Request Ownership

Select the request ownership type to filter the search results:

  • Owned Requests

  • Participated Request

  • Organization

  • All Organizations

  • Approver

Search Term

Enter (map) a term to filter the requests that match the specified term.

Request Status

Select the status of the request you want to search:

  • Closed Requests

  • Open Requests

  • All Requests

Expand

Select or map the parameters to expand in the search results.

Limit

Set the maximum number of customer requests Make will return during one execution cycle. The default value is 10.