Jira Service Management

Connect Jira Service Management Operations so agents can triage alerts, check on-call coverage, and work the alert lifecycle

Connect Jira Service Management (JSM) Operations to let CloudThinker agents triage alerts, see who’s on call, and acknowledge, note, or escalate alerts during an incident. Operations is JSM’s alerting and on-call product (formerly Opsgenie), and the connection signs in with an Atlassian API token plus the email of the account that owns it.

Prerequisites

• A CloudThinker workspace on the Scale plan or above. On lower plans the button reads Upgrade to Connect.
• A JSM site with Operations turned on. Basic alerts and on-call schedules are available on Free for up to three agent users. See Atlassian’s current plans.
• An Atlassian account that can open Operations on that site, and its API token.
• The Admin role in your CloudThinker workspace, which can add and edit connections. See Roles.

This is separate from the Atlassian connection, which covers Jira issues and Confluence over OAuth. Atlassian only exposes Operations through an API token, so you need both connections for tickets and alerts.

Setup

1. Check that the account can open Operations

   Sign in to your site with the account agents will use and confirm Operations appears in the JSM sidebar. Without it the connection fails, whatever the token can do.

2. Create an API token

   Signed in as that account, go to id.atlassian.com → Security → API tokens, click Create API token, label it cloudthinker, and pick an expiry date. Copy it right away. Atlassian won’t show it again.

   The token stops working on its expiry date. Put a reminder in your calendar to create a new one and update the connection before then.

3. Add the connection in CloudThinker

   In the sidebar, click More → Workspace settings → Connections, stay on the Builtin Connections tab, and select Jira Service Management. Fill in:

   • Site URL: your Atlassian site, such as https://acme.atlassian.net
   • Account email: the account that created the token
   • API token: the token you copied

   Click Connect.

   Success state: Jira Service Management shows a Connected status. Run the verify prompt below to confirm alerts come back.

An API token carries everything its account can do. Create it under a dedicated account on only the teams CloudThinker should touch, never under a site admin. That account needs Jira Service Management access, so it counts as a user on your Atlassian plan.

Connection details

Field	Description	Example
Site URL	Your Atlassian site. A pasted project or board URL works too.	https://acme.atlassian.net
Account email	The Atlassian account the API token belongs to	[e-mail]
API token	Atlassian API token, not the account password	<api-token>

Required permissions

JSM scopes alerts and schedules by team, and the token inherits the account’s access.

• To read: add the account to every team whose alerts and schedules agents should see.
• To act: the account needs permission in JSM to acknowledge, assign, add notes to, close, and escalate alerts on those teams.

Start with an account on just one or two teams. Widen it once you’ve seen how agents handle alerts there.

Agent capabilities

Capability	What agents can do	Approval
Alert triage	List open alerts, read an alert’s timeline, notes, and responders	No
On-call	See who’s on call now across schedules and spot uncovered schedules	No
Linked incident	Read the JSM incident issue behind an alert	No
Alert lifecycle	Acknowledge, assign, add a note, or add a responder	Yes
Close or escalate	Close an alert, or escalate it to the next level	Yes, never approved by AI

Closing can’t be undone from CloudThinker, and escalating pages people. AI judgment never approves those two, so each one always waits for a person. Every other action follows your Approvals settings.

Every change an agent makes goes through your workspace’s Approvals first. On the default Auto · Rules + AI · Ask me mode, AI judgment can let a safe change run without asking — and an Allow Rule can too, once CloudThinker turns on Rule enforcement for your workspace. Choose Manual to approve every change yourself.

Most JSM actions are queued: agents wait for Atlassian to finish processing them. Notes can be saved immediately without a queued action reference. CloudThinker confirms a saved note by reading back its identifier and exact text; repeating the same note does not add a second copy.

Use it with Resolve

Under Resolve → Triggers & Outcomes → Jira Service Management, JSM can send alerts to Resolve as a signal and run the Keep the provider alert in step outcome. With that outcome on, Resolve acknowledges the alert it’s working and adds what it finds as alert notes. When nobody is on call, it adds the team that covers the schedule as a responder instead of assigning a person. Turning on the outcome approves these three actions in advance. It doesn’t cover closing or escalating: those go through Approvals as described above, so they wait for a person unless one of your Rules decides first, which happens once Rule enforcement is on for your workspace. See Resolve Triggers & Outcomes.

A connection gives agents access to JSM; it does not configure incoming alerts. Atlassian’s native outgoing Webhook integration requires Premium or Enterprise. Free-plan alert access does not include that forwarding capability.

Verify the connection

List open JSM alerts by priority and tell me who is on call right now

Expect a short list of alerts and the current on-call person for each schedule. An empty on-call list is a real answer: that schedule has no one covering it right now.

Example prompts

Which JSM alerts fired most often this week, and which teams own them?
Show the timeline of the open checkout-latency alert and who has touched it
Acknowledge the checkout-latency alert and add a note with the deploy that preceded it

The last prompt changes the alert, so it goes through your workspace’s Approvals first.

Troubleshooting

Account does not have access to Opsgenie

The token works, but Operations isn’t turned on for the site or the account can’t open it. It isn’t a token scope problem. Confirm Operations appears in the JSM sidebar for that account, then connect again.

A note was saved but the action reports an error

Check the alert timeline before retrying. If the exact note is present, do not send it again. Missing a queued action reference does not prove a note failed. If the error persists, include the alert identifier when contacting support, but never share your API token.

Authentication failed (401)

The token is wrong, expired, or revoked, or the email belongs to a different account. The email must be the account that created the token. Create a new token and edit the connection.

The site URL doesn't resolve

Enter the Atlassian site address, such as https://acme.atlassian.net. A custom domain that doesn’t point at an Atlassian site fails.

Some alerts are missing

The account isn’t on the team that owns them. Add it to that team in JSM, then ask again.

The button says Upgrade to Connect

Your CloudThinker plan doesn’t include Atlassian connections. They need the Scale plan or above. See Pricing.

Security

• Least privilege — grant only the permissions the agents need for your use case; start read-only and widen later.
• Read-only by default — use read-only credentials unless you want agents to make changes through this connection.
• Rotate credentials — rotate keys and tokens on your normal schedule; CloudThinker picks up the new value when you update the connection.
• Revoke on offboarding — remove the credential at the provider when you delete a connection or a teammate leaves.

• Dedicated account: issue the token from an account made for CloudThinker, so revoking it never locks a person out.
• Team scoping: keep that account on only the teams agents should see and act on. The token can reach everything the account can.

Related

Resolve Triggers & Outcomes

Send JSM alerts to Resolve and keep them in step with incidents.

Atlassian

Connect Jira issues and Confluence over OAuth.