Jira Service Management API Search Requests SearchTerm

[Toby Hunter]

Hello,

I am trying to search the Jira Service Management API for all issues with the word "Email" in the summary. Following the documentation has not given me the result I am looking for.

The searchTerm parameter doesn't appear to be working as expected. It states "Filters customer requests where the request summary matches the searchTerm. Wildcards can be used in the searchTerm parameter." However, when I put "searchTerm=Email" in the api call, it returns 3 issues, none of which have email in the summary.

Please can someone help here.

Thanks

[Marc -Devoteam- · Accepted solution]

Hi @Toby Hunter 

Set the term as searchTerm="Email"

Or use the cloud platform api to search issues

/rest/api/latest/search/jq?jql=project = <project ket of jsm project> and summary ~ "Email"

[Toby Hunter]

Hey Marc,

That doesn't work either. I don't know if I am doing the wrong thing but it just doesn't like it.

https://api.atlassian.com/ex/jira/{id}/rest/servicedeskapi/request?searchTerm="Email"

That's my call which returns no issues yet a simple search in JSM shows several issues.

It is worth pointing out that I had the cloud platform API search set up originally but ran in to an issue when I added scopes to the token. If I use a token with no scopes, it works fine. If I use a token with the correct scopes as listed on the documentation, it returns an authentication failed 200 message.

Thanks

[Marc -Devoteam-]

Hi @Toby Hunter 

If you use a scoped token, these scopes are needed:

• read:issue-details:jira
• read:audit-log:jira
• read:avatar:jira
• read:field-configuration:jira
• read:issue-meta:jira

All options under the granular option are needed.

[Toby Hunter]

Hey Marc,

Those are the scopes the token has but it still fails every time.

Thanks,

[Marc -Devoteam-]

Hi @Toby Hunter 

When using which call, via the JSM API or Platform API.

What are the calls you are making?

[Toby Hunter]

Hey Marc,

So here are the two search calls I have and their listed problems.

Platform API: Call correctly returns the issues but when a scoped token is used with the scopes listed on the documentation, the call returns a 200 but with an authentication_failed header.

https://{domain}.atlassian.net/rest/api/3/search/jql?jql=project = "{p}" AND summary ~ "\"Email\"" ORDER BY id ASC&fields=summary

JSM API: Call works with a scoped token or not but does not return the issues it should. Either returns no issues or issues without email in the summary.

https://api.atlassian.com/ex/jira/{project}/rest/servicedeskapi/request?searchTerm="Email"

Thanks,

[Marc -Devoteam-]

Hi @Toby Hunter 

What is the result if you do this JQL in Jira itself.

Is the scoped token based on your account or a service account?

[Toby Hunter]

Hey Marc,

The JQL works fine and returns the expected issues.

The scoped token has been tried from both my account and a service account to my knowledge, but I'll check that.

Thanks

[Toby Hunter]

Just checked and yes we have tried it with a service account.

[Marc -Devoteam-]

Hi @Toby Hunter 

So if you use the platform API and the JQL, do you get the correct results?

Be aware that the JSM API only gets requests made by customer via the portal, not all issues.

[Toby Hunter]

Hello @Marc -Devoteam-,

Using the platform API, yes I get the correct data. However, I then run into my scoped token problem, which I have read is because scoped tokens do not exist yet in the platform API. Is that correct?

Regarding the JSM API, I did not know that. It would explain why most issues are missing, as they are raised via email and not the portal.

Thanks,

[Marc -Devoteam-]

Hi @Toby Hunter 

No the platform API allows scoped tokens.

Scoped options, using search:

Granular: read:issue-details:jira, read:audit-log:jira, read:avatar:jira, read:field-configuration:jira, read:issue-meta:jira

There is a difference, you can have a scoped token based on your user, you the URL: https://<your-instance>atlassian.net/rest/api/...

If you use a service account, use the URL: https://api.atlassian.com/...

Also make sure when using a service account, that this account has the correct permissions.

[Toby Hunter]

Hello @Marc -Devoteam- ,

That has resolved my issue. Thank you so much. I didn't know that the URL had to be different for service accounts.

I'll share that knowledge around the teams.

Thanks again. Have a fantastic week.