Usage of JIRA Service Management (On-Premise Version) APIs

青木彩乃

I am planning to start using the on-premise version of JIRA Service Management (not the Cloud version). As I am new to JIRA, I would greatly appreciate detailed guidance.

I would like to know which APIs and options I should use to obtain the following information:

1. Creating an incident ticket.
2. Updating an incident ticket.
3. Closing an incident ticket.
4. Metrics related to incident tickets:
   • Time taken from ticket creation to response.
   • Time taken to close the ticket.

I have reviewed the documentation at the following link, but I am not sure which parts are relevant or if a combination of them can achieve what I'm looking for: https://docs.atlassian.com/jira-servicedesk/REST/5.13.0/

Any advice or guidance would be greatly appreciated. Thank you!

Marc -Devoteam-

Hi @青木彩乃 

For SLA related metrics, the API endpoint is:

/rest/servicedeskapi/request/{issueIdOrKey}/sla

For creating a request, what a customer usually does via the portal, you need the API end point:

/rest/servicedeskapi/request

If this is not done via the portal, but directly in the system, you need a different API.

The Jira Data Center platform REST API 

For the updating and closing actoins the API endpoint from this API is: /rest/api/2/issue