Merge Unified's Jira Service Management integration Merge Agent Handler's Jira Service Management MCP server

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Jira Service Management

Learn more about Merge Agent Handler

Available tools

get_approval_details

Get a specific approval on a customer request, including its workflow name, individual approver decisions and final decision. Requires permission to view the request.

respond_to_approval

Approve or decline a pending customer request approval as the authenticated approver. Sends the decision to Jira Service Management and returns the updated approval details.

list_customers

List customer accounts associated with a Jira Service Management service desk. Supports start/limit pagination and returns customer account IDs, names and available profile information.

add_customers_to_service_desk

Grant existing customers access to a service desk using account IDs or legacy usernames. Does not create new accounts; Cloud integrations should prefer account IDs.

remove_customers_from_service_desk

Remove existing customers from a service desk using account IDs or legacy usernames, revoking their desk access. Cloud integrations should prefer account IDs.

get_request_participants

List participants who can view and comment on a customer request, using start/limit pagination. Returns account IDs and names; service desk ID is not required by the API.

add_request_participant

Add existing accounts as customer request participants using account IDs or legacy usernames. Validates request access first and returns the participant page supplied by the API.

remove_request_participant

Remove customer request participants using account IDs or legacy usernames, revoking their participation access. Returns the participant page supplied by Jira Service Management.

search_customers

Search service desk customers by email or display name across the caller-visible customer pages. Supports start/limit inputs and returns matching accounts with pagination metadata.

get_info

Get Jira Service Management system information, including API version and build details returned by the information endpoint. Useful for checking the site's supported API.

search_articles

Search Jira Service Management knowledge base articles by text with optional highlighting, start/limit or cursor pagination, and previous-page navigation. Requires a configured knowledge base.

list_alerts

Search Jira Service Management Operations alerts using an alert query, time range and sort order. Supports offset and size pagination; requires Email and API token authentication.

get_alert

Retrieve a Jira Service Management Operations alert by its unique alert ID, preserving alert details and response fields. Requires Email and API token authentication.

get_alert_by_alias

Retrieve an Operations alert by its exact alias rather than its ID, including status, priority and alert details. Requires Email and API token authentication.

acknowledge_alert

Acknowledge a Jira Service Management Operations alert so responders know it is being investigated. Returns vendor action tracking data; requires Email and API token authentication.

unacknowledge_alert

Undo acknowledgement of a Jira Service Management Operations alert, making it available for responders again. Requires Email and API token authentication and returns action tracking data.

close_alert

Close a Jira Service Management Operations alert after the incident has been handled. Returns vendor action tracking data; requires Email and API token authentication.

escalate_alert

Escalate a Jira Service Management Operations alert using a selected escalation policy ID. Returns vendor action tracking data; requires Email and API token authentication.

list_schedules

List or search Jira Service Management Operations on-call schedules with optional expansions and offset pagination. Requires Email and API token authentication; page size is at most 50.

get_schedule

Retrieve configuration and rotation information for one Jira Service Management Operations on-call schedule by ID. Requires Email and API token authentication.

get_current_on_calls

Retrieve current on-call participants for an Operations schedule, optionally at an ISO date-time or as a flat user list. Requires Email and API token authentication; the API is not paginated.

get_next_on_calls

Retrieve the next on-call participants for an Operations schedule, optionally relative to an ISO date-time or flattened to users. Requires Email and API token authentication; the API is not paginated.

list_ops_teams

List the Jira Service Management Operations teams available to the caller, including their names and IDs. Requires Email and API token authentication; the vendor endpoint returns all teams without pagination.

list_team_escalation_policies

List escalation policies owned by a Jira Service Management Operations team, using offset and size pagination. Requires Email and API token authentication and a team ID from listopsteams.

list_organizations

List customer organizations visible to the caller, optionally restricted to a customer account ID. Supports start and limit pagination and returns organization IDs and names.

create_organization

Create a Jira Service Management customer organization with the supplied name. Returns the organization ID for subsequent membership and request-sharing operations.

get_organization

Get a Jira Service Management customer organization by its organization ID, including its name and links. Requires permission to access the selected organization.

get_organization_users

List the customer accounts belonging to a Jira Service Management organization. Supports start and limit pagination and returns account identifiers and display names.

list_requests

List caller-visible customer requests with text, ownership, request type, status and approval filters, optional expansions, and start/limit pagination. Organization filters require appropriate membership.

get_request

Get detailed information for a service request by ID or key. Supports expansion of related fields like participant, status, sla, requestType, serviceDesk

create_request

Create a customer request with request fields or form answers, optional ADF, channel, participants and raise-on-behalf-of account. Discover request-type fields before creation; returns the created request.

get_request_status

Get the customer-visible status history for a Jira Service Management request by issue ID or key, including status names and change dates returned by the status endpoint.

get_request_transitions

List customer-visible workflow transitions available for a request by issue ID or key. Supports start/limit pagination; use a returned transition ID with transition_request.

transition_request

Perform a customer-visible workflow transition on a request using an available transition ID. Optionally include an additionalComment object with a plain-text string body.

get_request_comments

List the comments visible on a customer request, with public/internal filters and start/limit pagination. Returns comment bodies, authors, dates and visibility information.

add_request_comment

Add a comment to a customer request by issue ID or key, specifying whether it is public to customers or internal to agents. Returns the created comment and its ID.

get_request_attachments

List attachments visible on a Jira Service Management request by issue ID or key. Returns attachment IDs, filenames, media types and download links provided by the API.

get_request_sla

Get service-level agreement metrics for a Jira Service Management request by issue ID or key, including ongoing and completed SLA cycles and breach information.

get_request_approvals

List approval workflow steps for a customer request with start/limit pagination. Use a returned approval ID to retrieve details or submit an approve/decline decision.

search_requests

Search caller-visible customer requests by text, ownership, request type, service desk, status and approval filters. Supports expansions and start/limit pagination; query is a legacy text-search alias.

get_request_types

List a service desk's request types with search, group, restriction and hidden-type filters, optional expansions and start/limit pagination. Returns IDs for request creation.

get_request_type

Get a specific service desk request type by desk and type IDs, including its name, description and help text. Use getrequesttypes to discover valid type identifiers.

get_request_type_fields

Get all required and optional fields for a specific request type including field types, validation rules, and options

discover_required_fields

Discover required, custom and recommended fields for a service desk request type before creating a request. Returns field IDs, schemas and allowed values needed to populate requestfieldvalues.

list_service_desks

List Jira Service Management service desks visible to the authenticated user using start/limit pagination. Returns desk IDs and associated project information for subsequent calls.

get_service_desk

Get a Jira Service Management service desk by its desk ID, including associated project ID, name and key. Use listservicedesks to discover accessible desk identifiers.

get_service_desk_queues

List a service desk's configured queues using start/limit pagination, optionally including each queue's issue count. Requires access to the selected Jira Service Management desk.

test_jsm_connection

Test the Jira Service Management connection and current authentication by requesting site information. Returns diagnostic connection details rather than modifying any site data.

diagnose_service_desk_issue

Diagnose access to a Jira Service Management service desk by checking site information, visible desks and request types. Returns individual checks and troubleshooting guidance.

get_service_desk_info

Get basic project and service desk information for a selected Jira Service Management desk ID. Returns the desk data so agents can inspect project identity and links.

check_service_desk_access

Check whether the current user can access a specified Jira Service Management desk by retrieving it. Returns access diagnostics without changing the user's permissions.

validate_credential

Validate Jira Service Management credentials during connector setup by checking access to the site and service desks. Reports authentication failures without returning credential values.

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How to set up Merge Agent Handler

In an mcp.json file, add the configuration below, and restart Cursor.

Learn more in the official documentation ↗

1{
2  "mcpServers": {
3    "agent-handler": {
4      "url": "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
5      "headers": {
6        "Authorization": "Bearer yMt*****"
7      }
8    }
9  }
10}
11

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Open your Claude Desktop configuration file and add the server configuration below. You'll also need to restart the application for the changes to take effect.

Make sure Claude is using the Node v20+.

Learn more in the official documentation ↗

1{
2  "mcpServers": {
3    "agent-handler": {
4      "command": "npx",
5      "args": [
6        "-y",
7        "mcp-remote@latest",
8        "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
9        "--header",
10        "Authorization: Bearer ${AUTH_TOKEN}"
11      ],
12      "env": {
13        "AUTH_TOKEN": "yMt*****"
14      }
15    }
16  }
17}

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Open your Windsurf MCP configuration file and add the server configuration below.
Click on the refresh button in the top right of the Manage MCP server page or in the top right of the chat box in the box icon.

Learn more in the official documentation ↗

1{
2    "mcpServers": {
3      "agent-handler": {
4        "command": "npx",
5        "args": [
6          "-y",
7          "mcp-remote@latest",
8          "https://ah-api.merge.dev/api/v1/tool-packs/<tool-pack-id>/registered-users/<registered-user-id>/mcp",
9          "--header",
10          "Authorization: Bearer ${AUTH_TOKEN}"
11        ],
12        "env": {
13          "AUTH_TOKEN": "<ah-production-access-key>"
14        }
15      }
16    }
17  }

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In Command Palette (Cmd+Shift+P on macOS, Ctrl+Shift+P on Windows), run "MCP: Open User Configuration".

You can then add the configuration below and press "start" right under servers. Enter the auth token when prompted.

Learn more in the official documentation ↗

1{
2  "inputs": [
3    {
4      "type": "promptString",
5      "id": "agent-handler-auth",
6      "description": "Agent Handler AUTH_TOKEN", // "yMt*****" when prompt
7      "password": true
8    }
9  ],
10  "servers": {
11    "agent-handler": {
12      "type": "stdio",
13      "command": "npx",
14      "args": [
15        "-y",
16        "mcp-remote@latest",
17        "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
18        "--header",
19        "Authorization: Bearer ${input:agent-handler-auth}"
20      ]
21    }
22  }
23}

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FAQs on using Merge's Jira Service Management MCP server

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.