Jira Service Management
Index resolved Jira Service Management requests and Jira issues as knowledge sources
What is Jira Service Management?
Jira Service Management is Atlassian's IT service management and customer support platform used by IT and DevOps teams to handle incidents, service requests, and change management. Kelu reads Jira as a knowledge source: the Jira Service Management source indexes resolved service desk requests with the replies that resolved them, and the Jira source indexes project issues with their comments. Kelu then answers from them on your other surfaces.
How Kelu works with Jira Service Management
Everything you can do once the integration is connected.
Resolved service desk requests
Each resolved request becomes one document: request type, status, resolution and priority, the description, and the public replies. The last reply from your team is filed under Resolution.
Jira project issues and comments
Add a Jira source for software and work projects on Jira Cloud. Each issue becomes one document with its comments, and citations link back to it.
Scope by desk, status or request type
Pick service desk projects, keep resolved requests only, and filter by status, request type or date. Internal comments stay out unless you turn them on.
Synced every 10 minutes
Requests sync every 10 minutes, and only requests that changed are read again. Sync Now runs a sync at once.
How to set it up
- 1
In your knowledge base, go to Sources > Add source and pick Jira Service Management. Enter your Atlassian site URL, the account email and an API token.
- 2
List service desk projects by key, or leave it empty for every service desk the account can see. Leave Resolved requests only on.
- 3
Click Next to test the connection, then Add source. Requests hold customer details, so use an internal knowledge base or turn on PII masking before the first sync.
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Got questions?
Jira Service Management — Frequently Asked Questions
Common questions about connecting Kelu to Jira Service Management.
Yes. The Jira Service Management source indexes resolved service desk requests, each with the replies that resolved them. Requests sync every 10 minutes.
Yes. Use the Jira source for software and work projects on Jira Cloud. It indexes issues with their comments, so past bug reports and decisions can be found.
They can. In an external knowledge base every document is public, so requests answer on the widget and the public API. Requests hold customer details, so add the source to an internal knowledge base, whose documents never reach the widget or the public API, or at least turn on PII masking before the first sync.
Yes. Add both as sources in one knowledge base: Confluence for articles, Jira Service Management for resolved requests. Answers cite the Confluence page or the request they came from.
Not for new setups. Kelu indexes Jira Service Management as a source and answers on your other surfaces, such as the widget, Ask, and the Slack and Microsoft Teams bots.
Ready to connect Jira Service Management?
Start free, no credit card required. Connecting Jira Service Management needs the Pro plan, which comes with a 14-day free trial.