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Jira Service Management (JSM)

Jira Service Management (JSM)

Connect Aiden with your Jira Service Management (JSM) instance to work with service desks, Assets (CMDB), SLAs, Knowledge Base, and Opsgenie alerts and on-call schedules. Once enabled, Aiden can search assets, check SLAs, query the Knowledge Base, and surface on-call information in natural language.

Integration Capabilities​

With JSM integration, Aiden can:

  • List service desks and their IDs for Knowledge Base and SLA operations.
  • Search the Knowledge Base across service desks to find articles and documentation.
  • Check SLA status for JSM issues (breached, time remaining).
  • List Assets workspaces and object types for CMDB-style queries.
  • Search Assets using AQL (Asset Query Language) to find configuration items by type, name, or attributes.
  • Get object details for specific assets in an Assets workspace.
  • List Opsgenie alerts (when an Opsgenie API key is configured).
  • Show on-call schedules and current on-call users for JSM Ops (consolidated Jira/Opsgenie accounts).

Custom Skills​

On top of the built-in capabilities, you can create custom skills for JSM. For example:

  • Automate incident triage using alerts and on-call context.
  • Enforce SLA monitoring and escalation workflows.
  • Build self-service asset lookup or CMDB reporting.

Check out the Skills page for more information.

Enable JSM Integration​

Create Your Atlassian API Token​

  1. Log in to your Atlassian account and go to your JSM site (e.g. https://your-domain.atlassian.net).
  2. Go to Atlassian Account Settings → Security → Create and manage API tokens.
  3. Click Create API token, give it a label (e.g., "Aiden JSM"), and copy the token. Store it securely; it will not be shown again.

Create Your Opsgenie API Key (Optional)​

If you want Aiden to list Opsgenie alerts:

  1. Log in to Opsgenie and go to Settings → Integrations → API.
  2. Create an API key with the required permissions (e.g, Read Alerts).
  3. Copy the key and store it securely.

Steps to Enable JSM Integration​

Follow these steps to enable the integration:

  1. From the Aiden home page, click Integrations in the left navigation.
  2. Hover and click Activate on the Jira Service Management (JSM) integration card.
  3. Enter the integration configuration parameters:

    • Site URL / Domain: Your Atlassian site domain (e.g., your-company for https://your-company.atlassian.net).

      • Use only the subdomain part, without .atlassian.net.

    • Email: Your Atlassian account email address.

    • API Token: The Atlassian API token created in the steps above.

    • Opsgenie API Key (optional): Your Opsgenie GenieKey for listing alerts. Leave blank if you only need JSM Assets, Service Desk, SLA, and on-call features.

      Security Best Practices
      • Create a dedicated API token for Aiden with the minimum required permissions.
      • Use read-only access where possible.
      • Rotate API tokens regularly (e.g., every 60–90 days).
      • Monitor JSM and Opsgenie audit logs for Aiden's activity.
      • Do not share tokens or expose them in code or logs.

    • Create prebuilt skills: Aiden supports pre-built skills for JSM (e.g., Who is on call, Alert triage, SLA status, Knowledge Base search, Asset lookup). Enable Create prebuilt skills if you want these skills available.

  4. Click Save to enable the integration.

Sample Prompts​

Here are some example prompts you can use:

  • Who is on call right now?
  • List open Opsgenie alerts.
  • What's the SLA status for SUP-123?
  • Search the Knowledge Base for "password reset" in the IT service desk.
  • List all service desks and Assets workspaces.
  • Find laptops in the Assets workspace with the name containing "dev".
  • Search Assets for servers in the production environment.
  • Get details for asset ID 12345 in the CMDB workspace.
  • Show me on-call schedules for the DevOps team.
  • Are there any breached SLAs for the Help Desk project?

Additional References​

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