I'm a client from one enterprise that uses Jira Service Management

Question

Hi,

I'm a client of an enterprise that uses Jira Service Management. I can open tickets and view existing tickets for the enterprise I work for. Frequently, I have to access all open tickets available to me to update their status. I created an app (with Google AppSheet) to automate this task. However, to update ticket status, I need the API link, which the other enterprise has not provided. I tried using Zapier and IFTTT, but encountered the same problem: I can't connect my Jira account. (I'm unsure if there's a difference between client Jira accounts and the one I've signed in with—it uses the same email address.) I'm confused and would appreciate assistance with this seemingly simple task.

Trudy P Claspill · Answer

Hello @Guilherme S

If your access to Jira Service Management currently is limited to the Jira Service Management portal, then you will be limited in which API endpoints you can access.

https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/#about

You should be able to interact with most, if not all, endpoints in the Request group.

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-group-request

Review the Permissions Required and Limitations notes for any endpoint you want to use.

For example the endpoint for getting Queue information requires Service Desk Agent access. If you are only a Service Desk Customer, you can't use that endpoint.

The links provided are for Jira Service Management Cloud. If you are accessing a Jira Service Management instance that is self-hosted by the enterprise (the Data Center, rather than Cloud, product) the API references are here.

https://docs.atlassian.com/jira-servicedesk/REST/4.15.0/

Ash Yadav · Answer

Are you on DC, Server or Cloud?

I'd also imagine with any enterprise environment that you'd have a heap of firewall rules in the background that could be interfering with API calls.

A bit more information regarding your environment would be beneficial. Ultimately this would be better addressed to Atlassian Support directly along with your sys admin on the call.

KR,

Ash

Christopher Yen · Answer

Hi @Guilherme S ,

I'm not too sure what limitations you have as a customer but you can try generating a token from your account to use for authentication

https://support.atlassian.com/atlassian-account/docs/manage-api-tokens-for-your-atlassian-account/