Index resolved service desk requests, each with the replies that resolved it. The source connects with its own Atlassian API token. For ordinary Jira projects, use the Jira source instead.
Requests hold customer details. Add this source to an internal knowledge base, or at least turn on PII masking before the first sync. Masking only applies to requests indexed after you turn it on.

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Before you start

  • A Pro or Enterprise plan.
  • Your Atlassian site URL, for example https://acme.atlassian.net.
  • An Atlassian account that can see the service desks, and an API token for it from id.atlassian.com → Security → API tokens.
  • The Edit Sources permission on the knowledge base. Owners and admins always have it.

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Set up

1

Add the source

Open the knowledge base, go to Sources → Add source, pick Jira Service Management and click Continue. Enter a Display name.
2

Enter the connection

Fill in Base URL, Email (the account the token belongs to) and API token.
3

Choose the scope

List Service desk projects by key, or leave it empty for every service desk the account can see. Leave Resolved requests only on.
4

Test and add

Click Test connection, then Add source.

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Options

These are on the add form:
OptionDefaultWhat it does
Service desk projectsEmptyProject keys, such as SUP, IT. Empty means every service desk the account can see.
Resolved requests onlyOnSkips requests with no resolution.
Updated within (days)EmptyOnly requests changed in the last N days.
These are on the source’s Configuration tab, after you add it. List options take one value per line. Empty means no limit.
OptionWhat it does
StatusesOnly requests in these statuses. Setting any replaces the resolved-only switch.
Excluded resolutionsLeave out requests resolved as these, such as Won't Do or Duplicate.
Request typesOnly these request types, named as the customer portal shows them.
Created afterA date, YYYY-MM-DD. Only requests raised after it.
Include internal commentsOff by default. Turn on to index agent-only comments as well.

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What gets indexed

Each request becomes one document, titled KEY: summary and linked to /browse/<KEY>. It holds the request type, status, resolution and priority, the description under Request, and the public replies under Replies. On a resolved request, the last reply from your team is filed under Resolution.

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Sync

Requests sync every 10 minutes. Only requests that changed are read again. Sync Now on the source page runs a sync at once. While Updated within is set, a sync removes requests that were deleted in Jira, or that the account can no longer see. Requests that only aged out of the window, or stopped matching your other options, stay in the index. Remove those by hand on the Documents tab.

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Troubleshooting

  • “the credential works but reaches no service desk” — the account cannot see any service desk. Check its access in Jira.
  • Status 401 — the token is wrong, or the Email is not the token’s owner.
  • A request is missing — check that it has a resolution, and that its project is in Service desk projects (or the list is empty).
  • Sync fails and asks you to narrow the source — it holds more requests than one sync can read (about 50,000). Limit it by service desk, status, request type or date.
  • Requests showing on a public widget — move them to an internal knowledge base. Changing New documents to Restricted under Configuration only affects requests indexed after the change.