Hi everyone,
We're using the official Atlassian MCP Server to build an AI-assisted L1 support workflow on top of Jira Service Management. The idea is simple: an AI agent monitors incoming tickets, triages them, and handles first responses.
Everything works well — except for one blocker that makes the whole thing risky to use in production: there is no way to leave an internal note through the MCP Server.
Every comment the AI writes goes directly to the customer as a public reply, triggering an email notification. This means we can't use the AI to leave notes for our internal team (e.g. "this looks like a known bug, escalate to dev"), ask clarifying questions between team members, or flag tickets for follow-up — without the customer seeing it.
As a result, we have to be extremely careful about what the AI writes, and we're essentially limited to only customer-facing replies. The internal collaboration part of JSM is completely inaccessible to the AI agent.
For any team trying to use AI/automation on top of JSM, internal notes are a basic and essential feature. Without it, the MCP Server can't be safely used in real support workflows.
Would love to see this supported. Has anyone found a workaround in the meantime?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.