# Jira Service Management

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## What you can do

* Train your agent on your Jira knowledge base, canned replies, and past issues
* Automatically comment on issues or route them to the right team
* Search, create, assign, and label issues

## Connecting Jira

Connect with your Jira subdomain, email, and API token.

{% stepper %}
{% step %}

### Open the integrations menu

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{% endstep %}

{% step %}

### Select Jira

<figure><img src="https://3732419023-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2xXO0947TYoPIhGoBgSE%2Fuploads%2FWFeChjx1hxcENvRsSSnB%2FScreenshot%202026-05-01%20at%206.25.54%E2%80%AFpm.png?alt=media&#x26;token=02990e86-9e52-4c82-a899-69ef6d3dccc1" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Add your API key, email, and subdomain

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{% endstep %}
{% endstepper %}

## Configuring your agent

Your JSM sources will be automatically added to your agent once you connect your JSM. You can toggle them on and off in the JSM menu.&#x20;

This menu (found by clicking JSM on the left sidebar) will let you toggle triggers, remove or add JSM sources, and enable or disable actions.

Learn more about actions and triggers [here](https://docs.eesel.ai/getting-started/instructions-triggers-and-actions).

<figure><img src="https://3732419023-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2xXO0947TYoPIhGoBgSE%2Fuploads%2FgByTcKYg5PE3peUCK19E%2FScreenshot%202026-05-01%20at%206.35.55%E2%80%AFpm.png?alt=media&#x26;token=b6fc8bd5-1c0d-47f9-bb42-a4776e53e683" alt=""><figcaption></figcaption></figure>

| Source             | Description                                  | Requires         |
| ------------------ | -------------------------------------------- | ---------------- |
| **Help Center**    | Jira knowledge base articles via web crawler | API Key or OAuth |
| **Canned Replies** | Pre-written response templates               | API Key or OAuth |
| **Past Issues**    | Resolved Jira issues                         | API Key or OAuth |

## Triggers

| Trigger                    | Description                                | Best for         |
| -------------------------- | ------------------------------------------ | ---------------- |
| **Any Customer Message**   | Fires on new or updated issues             | Full automation  |
| **Agent Requests AI Help** | Fires when @eesel is mentioned in comments | On-demand assist |

## Actions

| Action               | Description                            |
| -------------------- | -------------------------------------- |
| **Comment on Issue** | Add a comment to a Jira issue          |
| **Search Issues**    | Search using JQL (Jira Query Language) |
| **Create Issue**     | Create a new Jira issue                |
| **Assign Issue**     | Assign to a specific user              |
| **Label Issue**      | Add labels for categorization          |

## Tips and best practices

**Use JQL for smart searches.** The Search Issues action supports JQL, so your agent can find related issues with precise queries.

**Set up labeling for triage.** Configure the Label action with your triage instructions to automatically categorize incoming issues.

**Combine with Confluence.** If your team uses Confluence for documentation, connect it as a knowledge source alongside Jira for comprehensive coverage.

## Troubleshooting

**API Key connection failing?**

* Generate an API token from [Atlassian account settings](https://id.atlassian.com/manage-profile/security/api-tokens)
* Use the email associated with your Atlassian account
* Enter just the subdomain (e.g., `yourcompany` not `yourcompany.atlassian.net`)


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.eesel.ai/integrations/jira-service-management.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.