{
 "categories": [
  "itsm",
  "helpdesk",
  "enterprise"
 ],
 "deployment": "saas",
 "evidence": [
  {
   "date": "2026-09-09",
   "fact": "homepage",
   "note": "Atlassian presents Jira Service Management as AI-powered ITSM for incident response, change management, and request fulfillment.",
   "source": "https://www.atlassian.com/software/jira/service-management",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "vendor",
   "note": "The opened product page is published by Atlassian and names the product Jira Service Management.",
   "source": "https://www.atlassian.com/software/jira/service-management",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "deployment",
   "note": "This record is JSM Cloud. Pricing describes Service Collection as a SaaS cloud product. Data Center is named as a separate self-managed option and is outside the boundary.",
   "source": "https://www.atlassian.com/software/jira/service-management/pricing",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "platforms[0]",
   "note": "JSM Cloud is used as a browser product with help centers, email, widget, and API intake. This pass did not open a first-party agent mobile app page.",
   "source": "https://support.atlassian.com/jira-service-management-cloud/docs/what-is-jira-service-management/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "license",
   "note": "Cloud pricing publishes Free forever for 3 agents, then paid Standard and Premium per-agent plans plus Enterprise. That is freemium.",
   "source": "https://www.atlassian.com/software/jira/service-management/pricing",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.exists",
   "note": "Atlassian documents the Jira Service Management Cloud REST API for integrators and administrators.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.kinds[0]",
   "note": "The interface is JSON REST under /rest/servicedeskapi/, with expansion and pagination. JSM is built on the Jira platform REST APIs.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.auth[0]",
   "note": "Integrations that are not Forge or Connect use OAuth 2.0 authorization-code grants (3LO) against https://api.atlassian.com/ex/jira/{cloudId}/rest/servicedeskapi/.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.auth[1]",
   "note": "The JSM intro points personal scripts at basic authentication. The opened basic-auth page requires an Atlassian account email plus API token; account passwords are deprecated.",
   "source": "https://developer.atlassian.com/cloud/jira/platform/basic-auth-for-rest-apis/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.auth[2]",
   "note": "Forge apps call JSM REST with Atlassian-hosted authenticated fetch under declared scopes. URIs use /rest/servicedeskapi/.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.coverage",
   "note": "The resource summary covers customer, info, organization, request, requesttype, and servicedesk, including create customer request. Experimental methods and the split with Jira platform APIs keep coverage partial.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.docs",
   "note": "Opened as the current Jira Service Management Cloud REST API introduction.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.exists",
   "note": "Atlassian documents official Forge JavaScript helpers (requestJira) for authenticated JSM REST calls.",
   "source": "https://developer.atlassian.com/platform/forge/call-a-jira-service-management-api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.official",
   "note": "The Forge tutorial is Atlassian-maintained and uses @forge/bridge requestJira against /rest/servicedeskapi/.",
   "source": "https://developer.atlassian.com/platform/forge/call-a-jira-service-management-api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.languages[0]",
   "note": "The official Forge JSM example is JavaScript (index.jsx) using requestJira.",
   "source": "https://developer.atlassian.com/platform/forge/call-a-jira-service-management-api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.mcp.first_party",
   "note": "The official Atlassian Rovo MCP README states the cloud-hosted server gives AI tools access to Jira, Confluence, Jira Service Management, Bitbucket, Compass, and Loom via OAuth 2.1 or API tokens.",
   "source": "https://github.com/atlassian/atlassian-mcp-server",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.mcp.verdict",
   "note": "Atlassian documents the remote server at https://mcp.atlassian.com/v2/mcp as official Rovo MCP, including Jira Service Management in the search and summarize list.",
   "source": "https://support.atlassian.com/atlassian-rovo-mcp-server/docs/getting-started-with-the-atlassian-remote-mcp-server/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.extensibility.scripting[0]",
   "note": "Forge is the documented official extension runtime for JSM Cloud apps that call the Service Desk REST API.",
   "source": "https://developer.atlassian.com/platform/forge/call-a-jira-service-management-api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.extensibility.webhooks",
   "note": "Jira Cloud documents HTTPS webhooks for work-item events, including admin, Connect, and OAuth 2.0 app registration. JSM Cloud is built on that Jira platform.",
   "source": "https://developer.atlassian.com/cloud/jira/platform/webhooks/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.data_access.export[0]",
   "note": "JSM REST responses are JSON objects with paging metadata.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.data_access.import[0]",
   "note": "Create customer request and related POST/PUT operations accept JSON bodies for service-desk resources.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.rpa.ui_stack[0]",
   "note": "Agents work in a browser service space with queues and help centers. No UI probe was run.",
   "source": "https://support.atlassian.com/jira-service-management-cloud/docs/what-is-jira-service-management/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.rpa.drivability",
   "note": "No repeatable UI probe exists. REST, Forge, webhooks, and Rovo MCP establish non-browser paths; drivability stays unknown.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.computer_use.viability",
   "note": "No computer-use probe artifact was produced. Viability stays unknown.",
   "source": "https://www.atlassian.com/software/jira/service-management",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.agent_docs.llms_txt",
   "note": "Opened a real llms.txt that lists Jira Service Management in the product portfolio and names official MCP servers.",
   "source": "https://www.atlassian.com/llms.txt",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.best_path",
   "note": "The Service Desk REST API is the JSM-specific control plane for requests, customers, and service desks. Rovo MCP's dedicated JSM tools are ops-only, so API is the best path.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.api",
   "note": "Documented read/write JSON REST with OAuth, API tokens, and Forge, plus the Jira platform APIs. Experimental headers and the platform split keep it at 8 rather than 9.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.mcp",
   "note": "Official Rovo MCP includes JSM. Dedicated tools are four ops-alert/schedule/team actions and require admin-enabled API-token auth, not OAuth. Score 6.",
   "source": "https://support.atlassian.com/atlassian-rovo-mcp-server/docs/supported-tools/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.overall",
   "note": "Overall equals the highest assessed path score (API 8).",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[0].url",
   "note": "Opened as the current Rovo MCP tool inventory, including the JSM ops tool table and API-token gate.",
   "source": "https://support.atlassian.com/atlassian-rovo-mcp-server/docs/supported-tools/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[1].url",
   "note": "Opened the official atlassian-mcp-server README. It still names Jira Service Management among Cloud products.",
   "source": "https://github.com/atlassian/atlassian-mcp-server",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[2].url",
   "note": "Opened as the current JSM Cloud REST introduction.",
   "source": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[3].url",
   "note": "Opened as the current JSM Cloud product overview, including API intake.",
   "source": "https://support.atlassian.com/jira-service-management-cloud/docs/what-is-jira-service-management/",
   "tier": "declared"
  }
 ],
 "freshness": {
  "last_verified": "2026-09-09",
  "volatility": "high",
  "watch": [
   {
    "type": "mcp",
    "url": "https://support.atlassian.com/atlassian-rovo-mcp-server/docs/supported-tools/"
   },
   {
    "type": "repo",
    "url": "https://github.com/atlassian/atlassian-mcp-server"
   },
   {
    "type": "docs",
    "url": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/"
   },
   {
    "type": "docs",
    "url": "https://support.atlassian.com/jira-service-management-cloud/docs/what-is-jira-service-management/"
   }
  ]
 },
 "homepage": "https://www.atlassian.com/software/jira/service-management",
 "id": "jira-service-management",
 "license": "freemium",
 "modalities": {
  "agent_docs": {
   "llms_txt": true
  },
  "api": {
   "auth": [
    "oauth2",
    "api-token",
    "forge"
   ],
   "coverage": "partial",
   "docs": "https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/",
   "exists": true,
   "kinds": [
    "rest"
   ]
  },
  "cli": {
   "exists": "unknown"
  },
  "computer_use": {
   "issues": [],
   "viability": "unknown"
  },
  "data_access": {
   "export": [
    "api-json"
   ],
   "import": [
    "api-json"
   ]
  },
  "extensibility": {
   "scripting": [
    "forge"
   ],
   "webhooks": true
  },
  "integrations": {
   "make": "unknown",
   "n8n": "unknown",
   "power_automate": "unknown",
   "zapier": "unknown"
  },
  "mcp": {
   "first_party": true,
   "third_party": [],
   "verdict": "official"
  },
  "rpa": {
   "drivability": "unknown",
   "notes": "No repeatable UI probe was run. Jira Service Management Cloud REST, Jira platform REST, Forge, webhooks, and the Atlassian Rovo MCP server cover request and ops work without browser control.\n",
   "ui_stack": [
    "web-dom"
   ],
   "vendor_support": []
  },
  "sdk": {
   "exists": true,
   "languages": [
    "javascript"
   ],
   "official": true
  }
 },
 "name": "Jira Service Management",
 "platforms": [
  "web"
 ],
 "related": {
  "alternatives": [
   "servicenow",
   "jira",
   "topdesk",
   "zendesk"
  ],
  "our_products": []
 },
 "schema_version": 1,
 "score_version": 1,
 "status": "active",
 "vendor": "Atlassian",
 "verdict": {
  "best_path": "api",
  "scores": {
   "api": 8,
   "cli": null,
   "computer_use": null,
   "integrations": null,
   "mcp": 6,
   "overall": 8,
   "rpa": null
  },
  "summary": "Jira Service Management Cloud is automatable today through the Service Desk REST API at /rest/servicedeskapi/ plus the Jira platform REST APIs. The opened JSM intro documents JSON REST for customers, organizations, requests, request types, and service desks, including create and update of customer requests. OAuth 2.0 authorization-code (3LO) is the documented integration path. Personal scripts may use basic auth with an Atlassian account email and API token. Forge apps call JSM through Atlassian-hosted request helpers under declared scopes. Some methods are experimental and require X-ExperimentalApi: opt-in. Coverage is partial because the JSM-specific catalog is the service-desk surface; work-item administration also uses Jira platform APIs, which remain a separate product identity. Jira Cloud webhooks apply to the same work-item events. Official Forge JavaScript APIs include requestJira against /rest/servicedeskapi/. Atlassian's cloud-hosted Rovo MCP at https://mcp.atlassian.com/v2/mcp is first-party and names Jira Service Management among the products it can access. Dedicated JSM tools (getJsmOpsAlerts, getJsmOpsScheduleInfo, getJsmOpsTeamInfo, updateJsmOpsAlert) are operations-only and require API-token authentication that an organization admin must enable. They do not replace the request, customer, or queue REST APIs. This record is JSM Cloud only. Jira Software, Confluence, and JSM Data Center stay outside the boundary. Connector catalogs and a JSM-specific CLI were not established. Computer-use viability is unassessed. API scores 8 and is the best path. MCP scores 6 because official JSM tool coverage is ops-narrow and token-gated.\n"
 }
}