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 detailed information about a specific approval including status, approver, and decision

respond_to_approval

Approve or deny a pending approval request with decision (approve/deny)

get_attachment

Get detailed information about a specific attachment by ID including filename, size, author, and download URL

list_customers

List customers for a service desk with pagination

add_customers_to_service_desk

Add customers to a service desk by account IDs

remove_customers_from_service_desk

Remove customers from a service desk by account IDs

get_request_participants

Get all participants (watchers) for a service request

add_request_participant

Add participants (watchers) to a service request - validates request access first

remove_request_participant

Remove participants (watchers) from a service request

search_customers

Search customers by email address or display name across all pages

get_info

Get Jira Service Management system information, version, and capabilities

search_articles

Search knowledge base articles by query text with optional highlighting and pagination

get_article

Get detailed content for a specific knowledge base article by ID

list_organizations

List all organizations with pagination

create_organization

Create a new organization with a unique name

get_organization

Get detailed information about a specific organization by ID

get_organization_users

Get all users who belong to a specific organization with pagination

list_requests

List customer service requests for the authenticated user with optional filtering and pagination

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 new service request with summary, description, and custom fields

get_request_status

Get current status and available transitions for a request

get_request_transitions

Get available status changes (workflow transitions) for a request

transition_request

Transition request to new status with validation

get_request_comments

Get all comments (public/internal) for a service request

add_request_comment

Add a public or internal comment to a service request

get_request_attachments

Get all file attachments for a service request

get_request_sla

Get SLA information and breach status for a request

get_request_approvals

Get approval workflow information for a request

search_requests

Search requests by service desk, status, type, owner, or text query

get_request_types

List all available request types for a service desk with optional filtering and pagination

get_request_type

Get detailed information about a specific request type including name, description, and help text

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

🔍 ESSENTIAL PRE-CREATE STEP: Discover required, custom, and recommended fields for request types

list_service_desks

List all available service desks with pagination

get_service_desk

Get detailed information about a specific service desk

create_service_desk

Create a new service desk with name, key, and project

get_service_desk_queues

Get all queues (filtered views) for a service desk

test_jsm_connection

Test JSM connection and authentication for debugging

diagnose_service_desk_issue

Diagnose specific service desk access issues

get_service_desk_info

Get basic service desk information

check_service_desk_access

Check if user can access a service desk

validate_credential

Validate Jira Service Management credentials. Verifies credentials during setup.

View all tools by creating a free account See more tools

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.