Jira service management MCP server
Jira Service Management is Atlassian's IT service management and customer support solution. An AI agent with access to Jira Service Management can create and manage customer requests, provide status updates, manage queues, and handle service desk operations without direct user involvement in the application.
Setting up an MCP server
This article covers the standard steps for creating an MCP server in AI Gateway and connecting it to an AI client. The steps are the same for every integration — application-specific details (API credentials, OAuth endpoints, and scopes) are covered in the Authentication section on this page.
Before you begin
You'll need:
- Access to AI Gateway with permission to create MCP servers.
- API credentials for the application you're connecting (see the Authentication section on this page for what to collect).
Create an MCP server
Find the app in the catalog
- Sign in to AI Gateway and select App Catalog from the left navigation.
- Search for the application you want to connect, then select it from the catalog.
- Select Create MCP Server to start the wizard.
App Configuration
Confirm the Base URL for the API, then, under Tools, select the endpoints you want to expose. Select Next.
MCP Server Setup
- Enter a Name for your server — something descriptive that identifies both the application and its purpose.
- Enter a Description so your team knows what the server is for.
- Set the log level: choose Production Mode for terser logs, or Non-Production Mode for more verbose logs that can help with debugging.
- Select Next.
Authentication
Enter the authentication details for the application. This varies by service — see the Authentication section on this page for the specific credentials, OAuth URLs, and scopes to use.
Review
Look over the summary of your MCP server configuration, then select Create & Deploy. AI Gateway provisions the server and provides a server URL you'll use when configuring your AI client.
Connect to an AI client
Once your server is deployed, you'll need to add it to the AI client your team uses. Select your client for setup instructions:
Tips
- You can create multiple MCP servers for the same application — for example, a read-only server for reporting agents and a read-write server for automation workflows.
- If you're unsure which OAuth scopes to request, start with the minimum read-only set and add write scopes only when needed. Most application pages include scope recommendations.
Authentication
Jira Service Management uses OAuth 2.0 authentication. Create an OAuth 2.0 integration at developer.atlassian.com and configure the redirect URI for your AI Gateway. In the Atlassian developer console, go to developer.atlassian.com, click Create and choose OAuth 2.0 integration to register your app.
| Value | Setting |
|---|---|
| Auth endpoint | https://auth.atlassian.com/authorize |
| Token endpoint | https://auth.atlassian.com/oauth/token |
| Base URL | https://api.atlassian.com/ex/jira/{cloudId}/rest/servicedeskapi |
| Scopes | read:jira-user, read:servicedesk-request, write:servicedesk-request, read:request-attachment:servicedesk, write:request-comment:servicedesk |
Available tools
This MCP server enables request management, queue operations, customer handling, comment management, and attachment operations for IT service desk and customer support workflows.
| Tool | Description |
|---|---|
| Get current user | Retrieve information about the authenticated user |
| List service desks | Retrieve all service desks the user has access to |
| Get service desk | Retrieve details for a specific service desk |
| Create request | Create a new customer request or IT ticket |
| Get request | Retrieve details for a specific request |
| List requests | Retrieve requests with filtering and sorting |
| Get request type | Retrieve configuration for a request type |
| List request types | Retrieve all available request types for a service desk |
| Add comment | Add a response visible to the customer or internal note |
| Get comments | Retrieve all comments on a request |
| Get attachment | Retrieve attachment information and metadata |
| List attachments | Retrieve all attachments for a request |
| Get queue | Retrieve queue configuration and contents |
| List queues | Retrieve all queues for a service desk |
| Get queue issues | Retrieve requests in a specific queue |
| List customers | Retrieve all customers for a service desk |
| Get customer | Retrieve customer details and request history |
| Update request | Modify request fields and status |
| Delete request | Remove a request from the system |
Tips
Retrieve the request types for your specific service desk before creating requests — each service desk has its own request types. This ensures you use the correct request type.
Validate custom field names and IDs match the request type you're creating — different request types have different custom fields. This avoids errors.
Choose comment visibility appropriately — comments can be either "internal" (agent-only) or "public" (visible to customer). This prevents sensitive information from leaking to customers.
Understand your service desk's queue configuration before attempting queue operations — queue queries use Jira Query Language and are service-desk specific. Verify your saved filters first.
Verify customer portal permissions before expecting customers to see shared requests — customers can only view their own requests unless given explicit access.
Cequence AI Gateway