Jira Service Management
Bi-directionally sync service desk tickets between Jira Service Management and Harmony
Jira Service Management (JSM) is Atlassian's IT service desk platform for managing service requests, incidents, and change management. Connecting JSM to Harmony enables bi-directional ticket sync - tickets raised in JSM appear in Harmony, and Harmony agents can export tickets back to JSM when needed.
What the Jira Service Management integration enables
Bi-Directional Sync
Tickets created in JSM appear in Harmony and stay in sync
Manual Export to JSM
Harmony agents can push tickets to JSM when escalation is needed
Status Synchronization
Ticket statuses update across both systems automatically
Comment Sync
Comments added in either system are reflected in the other
Custom Agent Builder Blocks
Use JSM actions directly inside Harmony's Custom Agent Builder
Sub-Issue Visibility
View linked JSM sub-issues and their live status from the ticket detail page
Custom Field Sync
JSM custom fields are surfaced inside ticket descriptions in Harmony
Conditional Form Logic
Form questions with conditional visibility are handled correctly during export
File Attachments
File attachments in forms are uploaded and linked to created JSM requests
Prerequisites
Atlassian Admin Permissions: Required to authorize the OAuth connection
Jira Service Management subscription: Active JSM project(s) to connect
Harmony Account: Active Harmony workspace
Connect Jira Service Management to Harmony
Step 1: Navigate to Integrations
Log in to your Harmony dashboard
Go to Settings > Integrations
Find Jira Service Management under IT Service Management and click Connect
Step 2: Authenticate with Atlassian
You will be redirected to Atlassian to authorize the connection via OAuth
Sign in with an Atlassian account that has admin permissions
Review the requested permissions and click Accept
Step 3: Configure the Integration
After authentication, select which JSM service desks to pull tickets from
Harmony automatically audits whether the integration user has the required access for each selected project and surfaces any permission gaps as warning banners - see Permission Checks below
Optionally enable Allow agents to manually export tickets to JSM
Use the Bidirectional Sync toggle to enable or disable outbound sync between Harmony and JSM - this toggle is available both during initial setup and on the saved-settings screen
Click Save
What Harmony Syncs
From Jira Service Management:
Service desk tickets (summary, description, priority, reporter)
Ticket statuses and transitions
Comments and internal notes
Assignee and queue information
Request type and service desk metadata
Custom fields configured on the customer portal form, appended to the ticket description as a clean markdown table
Sync frequency: Ticket updates, status changes, and other data from JSM refresh every 5 minutes, keeping your agents working with current information.
Email Visibility Warning
If email visibility is restricted in your Atlassian settings, Harmony cannot match JSM accounts to employees by email address, which causes employee sync to silently fail. The integration health check automatically detects this condition and surfaces an actionable warning on the JSM integrations page so you know exactly what to fix before it affects your support workflows.
Self-Service Permission Checks
When you select JSM service desks during setup, Harmony automatically audits whether the integration user has the required access for each project. Any gaps are surfaced as clear warning banners directly in the setup screen - no need to manually navigate Jira's permission scheme configuration.
Check Permissions: Harmony verifies per-project permissions including Browse Projects, Add Comments, Edit Issues, Transition Issues, Assignable User, and Assign Issues, and shows a detailed pass/fail breakdown for each project.
Fix Permissions: Harmony can guide you to resolve identified gaps so the integration user has the correct access before you go live.
Outbound Sync Permission Warning
When you enable outbound sync, Harmony checks whether the OAuth user has the necessary JSM agent permissions to perform updates on the connected project. If the OAuth user is missing JSM agent group membership (jira-servicemanagement-users or the legacy jira-servicedesk-users group), an amber warning banner appears next to the outbound sync toggle explaining exactly which permissions are missing and what to do next.
Manually Export Tickets to JSM
You can manually export any Harmony ticket to JSM as a native service desk request with full form support. From any ticket, open the export dropdown and follow a guided flow to create a properly scoped JSM request.
Service desk and request type selection: choose from the service desks and request types configured in your JSM integration
Portal field support: dynamic fields are discovered per request type, so you only see fields relevant to your chosen request
Proforma/Forms support: when a request type has a form attached, the full form is presented with all relevant fields
Conditional question visibility: questions that depend on a parent dropdown only appear when the relevant option is selected, keeping forms clean - hidden questions are automatically excluded from validation and submission
File attachments: attachment fields in forms are fully supported - files are uploaded to JSM's temporary attachment endpoint and then linked to the created request automatically
Backlink to Harmony: the created JSM request automatically includes a "View in Harmony" link in its description so JSM agents can jump back to the original Harmony ticket at any time - if the link cannot be resolved, the export still completes successfully
Form Validation During Export
Harmony validates JSM forms against Jira's required field definitions before submission:
If a required Jira field is missing from the form, Harmony flags the form as unavailable to prevent incomplete tickets from being submitted
Questions that map to Jira-required fields are automatically treated as required, even if the original form did not mark them as such
Dropdown and choice fields use a robust resolution process with multiple fallback sources
Section-level conditions - where entire groups of questions are shown or hidden based on earlier answers - are correctly resolved down to the individual question level, ensuring hidden fields are never incorrectly treated as required
Custom JQL Filters for Inbound Sync
You can define a custom JQL filter to control exactly which JSM tickets are pulled into Harmony during inbound sync. Your JQL clause is combined with the existing sync filters, giving you precise control over the scope of tickets that flow in - limiting syncing to specific projects, issue types, statuses, or any other criteria supported by JQL without affecting the rest of your sync configuration.
Custom Fields in Ticket Descriptions
When a JSM ticket is synced into Harmony, relevant custom fields are appended to the ticket description as a clean markdown table. For JSM tickets, only the custom fields configured on the customer portal form are included - filtering out internal system fields and reducing noise (typically from around 45 fields down to 5-7 relevant ones).
Sub-Issues
You can view linked JSM sub-issues directly from the Harmony ticket detail page. A collapsible Sub-Issues card in the sidebar shows live status and last updated time for each linked issue, fetched in real time from your connected JSM instance.
Provider icon, clickable ticket ID, and current status badge are shown for each sub-issue
Last updated time is displayed as relative time
The card is hidden automatically when no sub-issues are linked
JSM Blocks in Custom Agent Builder
You can use JSM actions directly inside Harmony's Custom Agent Builder to build agents that interact with JSM without leaving the workflow canvas. The available blocks are:
Get Jira User
Look up a Jira user by their details and retrieve their Jira user ID for use in downstream steps
JSM Get Request
Fetch an existing JSM service request from within an agent flow
Raise request on behalf of
Raise a JSM request on behalf of an employee using their email address
Additional fields (JSON)
Set arbitrary additional fields on a JSM request
Message Sync for ITSM Tickets
When agents reply or workflows send messages on a JSM ticket, those messages are captured and reflected in the ticket's message history. This ensures the full conversation thread - including automated workflow messages and agent responses - is consistently available on ITSM tickets.
Use Cases
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