Jira Service Management

Integrating Jira Service Management (JSM) as a data source for Kapa enables you to ingest customer support tickets, IT service requests, and other service-oriented service requests from your service desk. By connecting JSM to Kapa, your support teams can quickly find information about similar issues, resolutions, and best practices from your historical service desk data.

Prerequisites

• A Jira Service Management Cloud instance
• An Atlassian API token
• User credentials with appropriate permissions to access service desk projects

Data ingested

When you connect Kapa to Jira Service Management, the following data is ingested:

• Issue ID and key
• Request summary
• Service desk name (project name)
• Request type name
• Status and status category
• Additional custom fields specific to your JSM configuration
• Comment history, including:
  • Comment body content
  • Comment creation timestamps
  • Author information (display name and email, when the "Include user details" option is checked)

This data allows Kapa to provide detailed responses about your service requests, including their history, resolutions, and associated discussions. Like all other Kapa data sources, JSM requests are automatically re-ingested on a weekly basis.

Permissions required

The API token inherits the permissions of the user who generated it. The following permissions are required:

Permission	Purpose	Security considerations
Browse Projects	Allows Kapa to view and access requests	This is the minimum permission required by Kapa to read data from your JSM instance
Service Desk	Allows access to service desk specific data	Required to access customer requests, SLA information, and other service desk-specific features

For security best practices, create a service account with only the required permissions and generate an API key for that account.

Setup

Step 1: Generate an Atlassian API token

1. Go to Atlassian API tokens page
2. Click Create API token
3. Provide a label for your token (e.g., "Kapa JSM Integration")
4. Copy and securely store the generated token

Step 2: Configure the Kapa platform

1. Go to the Kapa platform
2. Open the Sources tab
3. Click Add new source
4. Enter a name for the integration
5. Select Jira Service Management, and then click Continue
6. Configure your JSM connection:
   • Base URL: Your Jira instance URL (e.g., https://company.atlassian.net)
   • Username: Your email address for Jira authentication
   • API Token: The Atlassian API token you generated
7. Once your credentials are validated, configure the filters for request selection
8. Click Save to create the source and begin the initial data ingestion

Configuration options

The following configuration options are available for the Jira Service Management integration:

Option	Description	Default	Required
Base URL	Your Jira instance URL	None	Yes
Username	Your email address for Jira authentication	None	Yes
API Token	The Atlassian API token	None	Yes
Created After	Only fetch requests created after this date	All time	No
Request Status	Filter by request status	Open Requests	No
Service Desks to include	Only include requests from these service desks	All service desks	No
Service Desks to exclude	Exclude requests from these service desks	None	No
Request Types to include	Only include requests of these types	All request types	No
Request Types to exclude	Exclude requests of these types	None	No

Additional filter options

The JSM integration also supports filtering by:

• Include private comments: Choose whether to include internal comments in the ingested content
• Include user details: Option to include user details in the ingested content (e.g., name, email)

Best practices

• Exclude irrelevant requests: Use the exclude filters to prevent ingestion of irrelevant requests, which are unlikely to be useful to include in Kapa
• Set appropriate date ranges: Ingesting old requests may result in outdated or wrong information getting into Kapa
• Focus on resolved requests: Resolved requests contain complete solutions that are most valuable for training Kapa
• Review security and privacy settings: Decide whether internal notes and user information should be included based on your requirements

Troubleshooting

• Authentication errors: Verify your API token is valid and hasn't expired
• Permission errors: Verify that your user account has access to the service desks you're trying to ingest
• No requests appearing: Check that your service desks contain requests matching your filter criteria