Jira Service Management
Jira Service Management
Scan Jira Service Management requests, comments, and attachments.
- Category
- Collaboration
- Source type
- SERVICEDESK
- Produces
- issueattachmentcomments
A service desk is where customers send you their data — screenshots with account numbers, exported spreadsheets, ID documents attached to a verification request. That makes it one of the most sensitive systems most organisations run, and one of the least reviewed.
What you need to connect
Your tenant URL, the account email, and an API token.
Shared behaviour · Atlassian Cloud
Authentication is your Atlassian account email plus an API token — the same token type across Jira Service Management and every other Atlassian product. The account only ever needs read access, and it sees exactly what that account would see in the browser: nothing is escalated, so restricted spaces and projects stay invisible unless the account is entitled to them.
Attachments are scanned, not skipped. Each attached file becomes an asset of its own, linked back to the page or issue it came from, and is read with the full file-format pipeline — which is where the interesting material usually is.
What Classifyre reads
- Requests — summary and description.
- Comments — both customer-visible and internal, as one comments asset per request.
- Attachments — each as its own asset.
Scope by service desk, request type, request status, ownership, organisation, or a search term.
Request attachments are read with the shared file pipeline: see Supported File Formats for everything it can open, and OCR & Transcription for reading text out of images, audio and video.
Metadata on every asset
Asset kind · issue
| Field | Type | Always present | What it is |
|---|---|---|---|
| issue_key | string | Yes | Service desk request key |
| links_count | integer | Yes | Number of linked or related assets |
| status | string | No | Current status |
| request_type | string | No | Service desk request type |
| service_desk_name | string | No | Service desk name |
Asset kind · attachment
| Field | Type | Always present | What it is |
|---|---|---|---|
| filename | string | Yes | Original file name |
| mime_type | string | No | MIME type |
| size_bytes | integer | No | Raw byte size |
| request_hash | string | Yes | Hash of the parent request asset |
Asset kind · comments
| Field | Type | Always present | What it is |
|---|---|---|---|
| comments_count | integer | Yes | Number of comments |
| issue_key | string | Yes | Parent request key |
Lineage
Lineage
This source records no lineage. Nothing in the system it reads describes data moving from one place to another, so no FLOW edges are produced. Related items are still linked — see Lineage & Relationships for what those links mean and how they differ from lineage.
Worth knowing
- Internal comments are included. Agents write things there they’d never put in a customer-facing reply, which is exactly why they’re worth scanning.
- Customer attachments are the highest-yield material in most service desks — leave attachment scanning on.
Configuration
Beyond the fields below, every source also has the settings shared by all of them: the sampling strategy, the detectors to run, the scan schedule, and the compute limits for its scan jobs.
Required
Without these, the source will not save.
| Field | Type | Required | What it does | Default |
|---|---|---|---|---|
| required | object | Yes | —no extra properties | — |
| account_email | string | Yes | Atlassian account email used with API token for Basic authenticationformat email | — |
| base_url | string | Yes | Jira Service Management tenant URL (for example, https://your-domain.atlassian.net)format uri | — |
Secrets
Stored encrypted and never shown again after you save them. See Configuration & Fields.
| Field | Type | Required | What it does | Default |
|---|---|---|---|---|
| masked | object | Yes | —no extra properties | — |
| api_token | string | Yes | Atlassian API token for Jira Service Management Cloud | — |
Optional
Everything you can tune. Sensible defaults apply when you leave them alone.
| Field | Type | Required | What it does | Default |
|---|---|---|---|---|
| optional | object | No | —no extra properties | — |
| connection | object | No | HTTP and retry settings for Jira Service Management API calls.no extra properties | — |
| connection.max_retries | integer | No | Maximum retry attempts for transient API failures and rate limitsmin 0, max 10 | 3 |
| connection.rate_limit_delay_seconds | number | No | Additional delay between API requests to reduce rate-limit pressuremin 0 | 0 |
| connection.request_timeout_seconds | number | No | HTTP request timeout for Service Desk API callsmin 1 | 30 |
| content | object | No | Service Desk request extraction controls.no extra properties | — |
| content.attachment_max_bytes | integer | No | Maximum bytes downloaded per attachment for MIME inference and text extractionmin 1024 | 5242880 |
| content.include_attachments | boolean | No | Include request attachments as related assets | true |
| content.include_comments | boolean | No | Include request comments and aggregate them into a per-request comments asset | true |
| scope | object | No | Optional Service Desk scope filters. When omitted, all visible requests are eligible for sampling.no extra properties | — |
| scope.organization_id | integer | No | Organization ID used to scope requests | — |
| scope.request_ownership | array | No | Ownership filter values passed to Service Desk API (for example, OWNED_REQUESTS)min items 1 | — |
| scope.request_ownership[] | string | No | — | — |
| scope.request_status | string | No | Request status filter passed to Service Desk API | — |
| scope.request_type_ids | array | No | Request type IDs to includemin items 1, max items 100 | — |
| scope.request_type_ids[] | integer | No | — | — |
| scope.search_term | string | No | Search term filter for request summaries and content | — |
| scope.service_desk_ids | array | No | Service desk IDs to includemin items 1, max items 100 | — |
| scope.service_desk_ids[] | integer | No | — | — |