Connect your AI Agents to Jira Service Management in minutes

What is a Jira Service Management MCP server?‍

It’s an MCP server that exposes actions and data from Jira Service Management via tools. Your agents can use these tools to fetch knowledge base articles, retrieve details on an approval decision, update participants (i.e., watchers) on a service request, and more.

How can I use the Jira Service Management MCP server?

Here are just a few use cases (these also apply to other ticketing and project management MCP servers):

• Automated ticket triage and routing: Intelligently categorize and route incoming tickets based on content, and automatically assign them to the right team members
  

• Incident response coordination: Create high-priority tickets for critical issues and automatically notify teams in Slack with relevant context and links
  

• Manage issues from Slack: Retrieve issues' statuses and details or make updates directly from Slack
  

• Custom reporting and analytics: Build tailored reports by querying issues with specific filters to track progress and identify bottlenecks

What are popular tools for Jira Service Management’s MCP server?

Here are some popular tools across data types:

Service desks

• <code class="blog_inline-code">create_service_desk</code>
• <code class="blog_inline-code">get_service_desk_queues</code>
• <code class="blog_inline-code">list_service_desks</code>
• <code class="blog_inline-code">Diagnose_service_desk_issue</code>

Requests

• <code class="blog_inline-code">get_request_attachments</code>
• <code class="blog_inline-code">get_request_sla</code>
• <code class="blog_inline-code">get_request_approvals</code>
• <code class="blog_inline-code">get_request_comments</code>

Customers

• <code class="blog_inline-code">add_customers_to_service_desk</code>
• <code class="blog_inline-code">remove_customers_from_service_desk</code>
• <code class="blog_inline-code">list_customers</code>

What makes Merge Agent Handler’s Jira Service Management MCP server better than alternative Jira Service Management MCP servers?

Merge Agent Handler provides platform-level capabilities that apply to all supported connectors, including Jira Service Management:

• Enterprise-grade security and DLP: All tool inputs and outputs are scanned by a Security Gateway with configurable data loss prevention rules to block, redact, or mask sensitive data
  

• Managed authentication and credential handling: Agent Handler supports guided user authentication flows, shared or individual credentials per connector, and ongoing credential management
  

• Real-time observability and auditability: Every tool call and underlying API request is logged with a complete audit trail, including fully-searchable logs for debugging, compliance, and optimization
  

• Evaluation Suite: Test and validate tools before pushing them to production to ensure your Jira Service Management connector performs reliably across prompts and user scenarios
  

Can I set custom security rules for Jira Service Management tool calls in Merge Agent Handler?

Yes, Merge Agent Handler allows you to define custom security rules that inspect Jira Service Management tool inputs and outputs for sensitive data and take actions such as blocking, redacting, or masking fields. 

Here are some examples:

• Social security numbers: Block any tool calls that attempt to include SSNs in ticket descriptions, comments, or custom field values
  

• Credit card numbers: Automatically block attempts to include credit card information in Jira Service Management tickets, comments, or custom fields
  

• Customer email addresses and phone numbers: Block or redact any tool calls that attempt to include customer contact information in ticket comments or internal notes
  

• API keys and tokens: Block any tool calls that attempt to include API keys, authentication tokens, or credentials in ticket content or metadata
  

How can I start using Merge Agent Handler’s Jira Service Management MCP server?

You can follow these steps:

1. Create your Agent Handler account. Sign up for a free account.

2. Create a Tool Pack. Navigate to "Tool Packs" in the left sidebar and click "Create New Tool Pack." Give it a descriptive name (e.g., "Jira Service Management Pack").

3. Add the Jira Service Management connector. In your Tool Pack settings, click "Add Connector" and select Jira Service Management from the connector marketplace.

4. Authenticate with Jira Service Management. Click the authentication button to connect your Jira Service Management account via OAuth. You can configure this as individual authentication (each user connects their own account) or shared authentication (one admin connection for all users).

5. Select specific tools. Choose which Jira Service Management tools you want to make available to your agent, or enable all tools by default.

6. Register a User. Navigate to "Registered Users" in the sidebar and create a new registered user. This represents the identity that'll perform actions through your agent.

7. Save your Tool Pack. Review and save all your Tool Pack settings.

8. Connect to your agent or IDE. Copy the MCP entry URL from your Tool Pack settings. The URL format will be: <code class="blog_inline-code">https://ah-api.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp</code>

Then add it to your IDE or agent configuration.