> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mithunai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Connect Jira Service Management requests to your assistant

> Read a Jira Service Management desk's resolved requests, with public replies only, using the same Atlassian connection as Confluence and Jira.

To connect a service desk, use an Atlassian connection (the same one Confluence and Jira use, or a new one), then give the desk's number. It takes about five minutes.

> [!NOTE]
>
> Jira Service Management is in **beta**. It has been tested against recorded responses, not yet
> against a real account, so tell your MITHUNAI contact if a sync does not read what you expect.

> [!WARNING]
>
> **These are your customers' conversations.** A request is written by a customer about their own
> case. Only connect a desk if your organisation is allowed to use those conversations to answer
> other people's questions, for example under your terms of service and privacy notice. Whatever the
> account can see, your assistant can quote to anyone who can ask it.

## What you need

* A **Jira Service Management Cloud** site, at an address like `https://your-company.atlassian.net`.
* An **Atlassian account** that is an **agent** on the service desk. A customer account sees only its own requests.
* The **owner or admin** role in your MITHUNAI organisation.

## 1. Create the API token in Atlassian

If you already saved an Atlassian connection for the same site, skip to step 3.

Signed in to Atlassian as the agent account MITHUNAI will read as:

1. Go to [id.atlassian.com/manage-profile/security/api-tokens](https://id.atlassian.com/manage-profile/security/api-tokens).
2. Select **Create API token**. If you see a choice, choose the plain **API token**, not the one *with scopes*.
3. Name it, such as `MITHUNAI`, and choose an **expiration date** from 1 to 365 days.
4. Select **Create**, then **Copy to clipboard**. Atlassian shows the token only once.

## 2. Save it in MITHUNAI

1. In the console, open **Knowledge → Sources** and choose **Connect source**.
2. Under **Issues and support**, choose **Jira Service Management**.
3. If you have no Atlassian connection yet, fill in the form: a **Connection name**, the **Site address** (it cannot be changed later), the **Account email** and the **Token**. Choose **Save connection**.

## 3. Choose the service desk

* **Name**: what the source is called in your list.
* **Service desk number**: open your customer portal. Its address ends `/servicedesk/customer/portal/10`; the number after `/portal/` is the desk's number.
* Under *Change filters*: **Resolved requests only** is on by default, so only conversations that reached an answer are read. **Maximum requests** is from 1 to 5,000, 500 by default.

Choose **Connect source**. The first sync starts straight away.

## What is read, and what is not

Each request becomes one document: its summary, status, the customer's description, and the **public** replies, oldest first, each labelled *Customer* or *Support team*.

* **Internal comments are never read.** They are not asked for, and one that arrives anyway is dropped.
* **No person is named.** Reporters, participants, agents and @mentions are left out, and email addresses typed into a request are removed. A name or a telephone number typed into the text is kept as written.
* **Knowledge-base articles are not read.** Jira Service Management only lets them be searched, not listed. They are Confluence pages: [connect that Confluence space](https://docs.mithunai.com/knowledge/confluence.md) instead.
* Attachments, approvals, SLAs and satisfaction ratings are not read.

## When something goes wrong

| What you see | Why, and what to do |
| - | - |
| *Enter the service desk's number* | The number must be digits only, from the portal's address. |
| *No requests were found in that service desk* | The number is wrong, the account is not an agent on that desk, or it has no resolved requests. |
| *The Jira Service Management site did not accept the saved connection* | The token expired or was revoked. [Replace the token](https://docs.mithunai.com/knowledge/connections.md#replace-a-token). |
| *The Jira Service Management site is limiting how fast it can be read* | Atlassian is rate limiting. The sync is retried later by itself. |


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