Jira Service Management service desk management AI agent
This AI agent retrieves Jira Service Management service desk configuration and manages customers. It looks up service desks, queues, issues in queues, request types, and request type fields, adds customers, and finds user account IDs.
Workflow
The agent helps the user explore service desks and add customers in Jira Service Management.
- Ask the user to describe the task.
- Look up service desks, queues, or the issues in a queue.
- Look up request types and the fields for a request type.
- Confirm whether the Jira instance is cloud or server, asking the user rather than assuming, because the required user identifier differs by type.
- Look up a user's account ID, using an email address for cloud or a username for server.
- Add customers to a service desk.
- Report the outcome to the user, including details of any error.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field. |
|
Allow AI specialists to access this AI agent |
When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field. |
|
Manage long-term memory |
When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference. |
|
Tools |
Add Customers Look up Issues in Queue Look up Queue Look up Request Type Fields Look up Request Types Look up Service Desks Look up User Account ID |
|
Allowed user roles The specific user roles that can access this AI agent. |
snc_internal |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
snc_internal |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer. |
|
Used in agentic workflows |
Not applicable. |
Related topics
--- title: Jira Service Management service desk management AI agent description: This AI agent retrieves Jira Service Management service desk configuration and manages customers. It looks up service desks, queues, issues in queues, request types, and request type fields, adds customers, and finds user account IDs. locale: en-US canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/inth-jira-sm-jira-service-management-service-desk-management-ai-agent.html release: brazil topic_type: reference last_updated: "2026-09-30" reading_time_minutes: 2 breadcrumb: [Jira Service Management Spoke AI agents, Integration Hub AI agents, Integration Hub, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Jira Service Management service desk management AI agent This AI agent retrieves Jira Service Management service desk configuration and manages customers. It looks up service desks, queues, issues in queues, request types, and request type fields, adds customers, and finds user account IDs. ## Workflow The agent helps the user explore service desks and add customers in Jira Service Management. 1. Ask the user to describe the task. 2. Look up service desks, queues, or the issues in a queue. 3. Look up request types and the fields for a request type. 4. Confirm whether the Jira instance is cloud or server, asking the user rather than assuming, because the required user identifier differs by type. 5. Look up a user's account ID, using an email address for cloud or a username for server. 6. Add customers to a service desk. 7. Report the outcome to the user, including details of any error. <table><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Allow third party to access this AI agent </td><td> When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field. </td></tr><tr><td> Allow AI specialists to access this AI agent </td><td> When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field. </td></tr><tr><td> Manage long-term memory </td><td> When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Flow Actions** Add Customers Look up Issues in Queue Look up Queue Look up Request Type Fields Look up Request Types Look up Service Desks Look up User Account ID </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> snc\_internal </td></tr><tr><td> Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. </td><td> snc\_internal </td></tr><tr><td> Triggers </td><td> Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/configure-now-assist-va.md). </td></tr><tr><td> Used in agentic workflows </td><td> Not applicable. </td></tr></tbody> </table>**Parent Topic:**[Jira Service Management Spoke AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/inth-jira-sm-ai-agents-overview.md) **Related topics** [Jira Service Management Spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/integrate-applications/jira-serv-mngmt.md) [Integration Hub spokes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/integrate-applications/spokes-list.md)
| title | Jira Service Management service desk management AI agent |
| description | This AI agent retrieves Jira Service Management service desk configuration and manages customers. It looks up service desks, queues, issues in queues, request types, and request type fields, adds customers, and finds user account IDs. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/intelligent-experiences/inth-jira-sm-jira-service-management-service-desk-management-ai-agent.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-09-30 |
| reading_time_minutes | 2 |
| breadcrumb | Jira Service Management Spoke AI agentsIntegration Hub AI agentsIntegration HubAI agents libraryAI agents and agentic workflowsEnable AI Experiences |