OAuth 2.0 for JSM – Service Account Integration

Question

Hi all
I need help with Jira Service Management Cloud API and OAuth 2.0 using a service account.

What I want to do:

* Use a service account with OAuth 2.0 (not API token) for full integration with JSM API.
* Be able to GET /servicedeskapi/request to fetch customer requests, not just create them.

What I’ve done so far:

* Created a service account and selected OAuth 2.0 as the authentication type.
* Obtained an access token via Client Credentials flow.
* The token includes many granular JSM scopes (e.g., read:request:jira-service-management, write:request:jira-service-management, read:jira-work).
* With this token:* Works: /servicedeskapi/servicedesk (returns service desks).
* Fails: /servicedeskapi/request (returns 401 or empty).

Questions:

* Has anyone successfully fetched requests using service account OAuth?
* Do Jira classic scopes fully cover JSM endpoints, or do we need something else?
* Is this a known limitation, and should we switch to API token + Basic Auth or use Authorization Code flow (3LO)?

Christos Markoulatos -Relational- · Answer

Hi Community,

I wanted to share an update from Atlassian Support regarding an issue we encountered when using a service account and OAuth 2.0 for full integration with the Jira Service Management (JSM) API, specifically when fetching customer requests.

Summary of Support Response:

* The API works fine for Service Desk endpoints, but the problem lies in missing scopes for certain calls.
* For fetching requests, the scope read:user:jira is required. Adding this scope should resolve the issue.
* Atlassian confirmed that each API call has its own granular scopes, which can be tedious to manage. Reference: https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-get.
* They replicated the issue internally and created a bug report:
JSDCLOUD-17697 – JSM classic scopes are unavailable during credential creation for API/service account scopes
https://jira.atlassian.com/browse/JSDCLOUD-17697

Christos Markoulatos -Relational- · Answer

Thanks Mohamed for the update, i will do so. and keep you posted as well!

Mohamed Benziane · Answer

Hi,

I have the same issue, but with Jira (not JSM). I can successfully generate the OAuth2 token, but I can’t access any issues using it. However, with the same token, I can access user information via the /rest/api/3/user endpoint.

I have raised a ticket with Atlassian Support, they are still investigating. May be you should also contact the support.