Jira Service Management integration

This guide explains how Leebry admins can connect a Jira Service Management (JSM) project to Leebry, manage the integration settings, and set up user authorization so Leebry can create JSM requests on behalf of individual users.

Before setting up the integration, make sure you have:

• Access to the integration settings in the Leebry admin dashboard

• An Atlassian Cloud site with JSM

• An Atlassian service account with access to the target JSM project and permission to create requests

• An API token generated for the Atlassian service account

The service account email address and API token are used for basic authentication when Leebry connects to Jira and JSM.

If you already have a suitable Atlassian service account, make sure it has the required product and project access before continuing.

To create and prepare a service account:

1. In Atlassian Administration, open your organization.

2. Go to Directory > Service accounts and create a service account.

3. Grant the service account Jira Service Management agent access and add it to the Service Desk Team role in the JSM project where Leebry will create requests.

   This gives the service account access to the service desk and allows it to create, view, and update requests.

4. Generate an API token.

   1. Sign in to Atlassian using the service account.

   2. Go to the Atlassian API token page.

   3. Click "Create API token", enter a descriptive name such as Leebry JSM integration, and set an appropriate expiration period.

   4. Copy the generated API token and store it securely. You'll need it when connecting JSM to Leebry.

1. In the Leebry admin dashboard, go to Integration.

2. In the Jira Service Management tile, click Connect.

   

3. Enter the JSM connection details, then click Continue:

   • Base URL — the base URL of your Jira Cloud site, for example, https://your-site.atlassian.net
   • Email — the email address of the Atlassian service account
   • API Key — the API token generated for the service account

   

4. Select the default JSM project.

   After Leebry validates the base URL and credentials, the next screen lets you select a default project. Use the search field or drop-down list to find the JSM project where Leebry should create requests, then select it as the default project.

5. Select the allowed request types.

   Leebry displays the request types available in the selected JSM project. Select the request types that users can create through Leebry.

6. Click Connect.

   After the integration is connected, JSM appears in the list of connected integrations.

After the integration is connected, Leebry synchronizes user accounts from JSM. This lets admins see which users have authorized their Atlassian accounts to work with JSM through Leebry.

1. In the Leebry admin dashboard, go to Integration.

2. In the Jira Service Management tile, click More Details.

   

   Leebry displays a list of synchronized JSM users.

3. Review user statuses:

   • Not Authorised — the default status for synchronized users who haven't authorized Leebry to act on their behalf.

   • Authorised — the user has completed the Atlassian authorization flow in Leebry and can create JSM requests.

   • Unknown User — the Jira user email doesn't match an existing Leebry user. This may include the Atlassian service account, which is used for API access rather than as an interactive Leebry user.

   

After an admin configures the integration, each user must authorize their own Atlassian account before Leebry can create a JSM request on their behalf.

The authorization flow starts the first time a user submits a request that requires JSM.

1. Submit a prompt to create a JSM request.

   In Leebry, send a prompt that asks Leebry to create a JSM request, for example: "Create a JSM request for read access to the company GitHub".

   Leebry detects that the request requires JSM and checks whether the user has already authorized their Atlassian account.

2. Authorize the Atlassian account.

   If the account hasn't been authorized yet, Leebry prompts the user to sign in to Atlassian.

   Click "Log in to JSM" to start the Atlassian OAuth 2.0 consent flow.

   

3. Review and approve access in Atlassian.

   The browser opens the Atlassian OAuth consent page, which explains that Leebry is requesting access to the user's Atlassian account.

   If the user belongs to multiple Jira or Confluence sites, the page may display a list of available sites. Select the same Atlassian site that the Leebry admin connected when setting up the integration.

   Important

   Selecting a different site prevents authorization from completing and Leebry won't be able to create requests.

   

   The consent page also shows the scopes requested by Leebry, which typically include:

   • view jira-user — lets Leebry view Jira user information
   • manage servicedesk-customer — lets Leebry manage JSM customers and their access
   • view servicedesk-request — lets Leebry view JSM requests
   • update servicedesk-request — lets Leebry add comments to JSM requests

   Review the requested access, then click Accept.

4. Return to Leebry.

   After authorization is accepted, Atlassian redirects you back to Leebry, which displays a confirmation message.

   The user's status in the JSM integration details changes from Not Authorised to Authorised.

5. Retry the original request.

   Submit the original prompt again, for example: "Create a JSM request for read access to the company GitHub".

   Leebry then uses the JSM integration and the user's authorization to:

   • Create a request in the configured default space
   • Use one of the request types allowed by the admin
   • Populate the request with information from the user's prompt

1. In the Leebry admin dashboard, go to Integration.

2. In the Jira Service Management tile, click More Details or choose More (⋮) > Edit.

   

You can modify:

• The default space (JSM project) where Leebry creates requests
• The request types that users can choose when asking Leebry to create a request

Change the base URL or service account

The base URL and JSM service account can't be edited in place. To connect a different Jira site or service account:

1. Delete the existing JSM integration.

2. Create a new integration using the new base URL, service account email address, and API token.

1. In the Leebry admin dashboard, go to Integration.

2. In the Jira Service Management tile, choose More (⋮) > Delete.