How to connect Jira Service Management to Binom: requests of the right type, status, comments and ratings. Available on request.
The Jira Service Management integration with Binom turns customer requests into service desk tickets: the AI employee creates a ticket of the right type, reports its status, adds a comment, and collects a rating after the ticket is resolved. Jira Service Management is available on request in the Binom dashboard: Integrations → More integrations → Jira Service Management.
What Binom can do in Jira Service Management
Binom here means your AI employee. Once Jira Service Management is connected, it calls the service's actions when the conversation needs that data. You decide which actions are available to it. In the dashboard, each action is labeled: read (Binom only views data), write or delete (Binom changes or deletes data in Jira Service Management).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Tickets | Tickets, status, history, SLA, approvals | Creating, commenting, changing status, participants |
| Request types | Service desks, request types and their fields | No |
| Customers | Service desk customers, organizations | Creating a customer, adding to a service desk and organization |
| Feedback | Satisfaction rating | Submitting and deleting a rating |
| Queues | Queues and the tickets in them | No |
Can the chatbot create a ticket in Jira Service Management?
Yes. Binom selects the service desk ("List Service Desks") and the request type ("List Request Types For Service Desk") and creates the request ("Create Request") using the description from the conversation.
Ticket status and comments
Binom tells the status ("Get Request Status") and adds details from the customer as a comment ("Create Request Comment").
Rating after resolution
When a ticket is resolved, Binom asks the customer for a rating and submits it ("Post Request Feedback").
What access you will need
You can connect in one of these ways: sign in with OAuth 2.0 (you log in to your service account and confirm access); or an API token. Signing in with a token requires your Atlassian email and API token. Details for each method are shown in the "Authentication" block on the Jira Service Management page in the dashboard.
How to get the Jira Service Management integration
Jira Service Management is connected on request: first, the Binom team sets up the integration for your account. The general catalog rules are described in the instructions how to connect a service from "More integrations".
- Open Integrations → More integrations, enter "Jira Service Management" in the "Search integrations" field, and open the Jira Service Management card.
- The page "Jira Service Management integration for assistant" will show the message "Integration available on request. Request it now, and we will set it up for you as a priority." Here, the assistant is your Binom. The "Authentication" block shows what access will be needed, and the "Actions" list shows everything Binom can do in Jira Service Management.
- Click "Request integration". The message "Request sent. You will receive a notification when the integration is available." will appear, and the button will change to "Requested".
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Jira Service Management page.
- Click "Connect," go through the steps in the "Connect Jira Service Management" window, and click "Done". After "Connecting…", the status will change to "Connected". If the message "Confirmation hasn't arrived yet. The connection may still complete. Check again in a minute." appears, click "Check again".
How to choose what Binom can do in Jira Service Management
A connected integration does nothing until you allow actions. The dashboard states this clearly: "Select the actions the assistant may trigger. Until something is selected, it has access to none of them."
- On the Jira Service Management page, check the actions you need in the "Actions" list. The "Filter actions" field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before any write or delete action, Binom will describe what it intends to do and wait for your response.
- Click "Save". The message "Allowed actions saved" confirms the changes.
To get started, "List Service Desks," "Create Request," "Get Request Status" and "Create Request Comment" are enough. Add update and delete actions when you are ready to trust Binom with changes in Jira Service Management.
How to check that the integration works
- Start a new conversation with your Binom, for example through a public chat link, and describe a test issue. Then check the request in Jira Service Management.
Possible problems
Binom does not use Jira Service Management data in its answers
What to check: that the Jira Service Management status is "Connected" and the needed actions are selected (for example "Create Request").
What to do: select the actions and click "Save".
How to tell it's fixed: the message "Allowed actions saved" appears, and in a new conversation Binom answers using Jira Service Management data.
"Could not record the request. Please try again."
What to do: click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (Jira Service Management).
How to tell it's fixed: the button shows "Requested".
"Integration temporarily unavailable – your request has been recorded."
You don't need to do anything else: the request is saved, and you will receive a notification when Jira Service Management can be connected.
"Reconnection required"
What this means: "The service no longer accepts saved access credentials, so the assistant does not use them."
What to do: open the Jira Service Management page in More integrations, click "Reconnect" and go through the connection window again.
How to tell it's resolved: the status shows "Connected".
"Couldn't start the connection. Please try again."
What to do: click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (Jira Service Management) and a screenshot of the message.
How to tell it's resolved: the "Connect Jira Service Management" window opens.
"On a paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we'll let you know when it launches." For details on what each plan includes, see the plans and subscription pricing page, and for how to change your plan, see the guide how to change or upgrade your plan. After changing your plan, return to More integrations and open Jira Service Management again.
"You don't have permission to manage this section."
What this means: only users with the Owner or Admin access level can manage integrations.
What to do: ask the account owner to give you the Admin access level or to connect Jira Service Management yourself. For more, see access levels in a team.
How to tell it's resolved: after refreshing the page, the integration settings open.
If the problem persists, write to support@binomai.com or send "I want to talk to a person" in the Binom Tutor chat. Include the name of your Binom, the integration and a screenshot of the message.
How to disconnect Jira Service Management
On the Jira Service Management page, click "Disconnect". The "Disconnect Jira Service Management?" window will show a warning: "The assistant will lose access to the service. To restore it, you'll need to reconnect the integration and enter the access credentials again." Confirm, and "Integration disconnected" will appear.
Other common questions
Do I need a developer to integrate Jira Service Management?
No. You request Jira Service Management in Integrations → More integrations, the Binom team sets up the integration, and then you connect the account yourself and choose the actions.
What's next
Updated October 21, 2026
