Prerequisite: Third-party connectors are available only on the Sana Enterprise tier, with one exception: the Workday connector is included for both Sana Core and Sana Enterprise.

Introduction

Connect Jira Service Desk to Sana to reply to customer service requests directly from your chat. Draft and post replies on customer tickets with context from your other connected apps.

In summary, the connector has the following key characteristics:

Category: Support
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed

Capabilities

This connector is able to do the following:

Capability

Reply to requests

Create incidents

Read requests

List requests

Update requests

Transition requests

Tools

While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Jira Service Desk. In practice, the agent may call one or more tools to achieve a single capability.

Tool

Create comment on request

Create incident

Get current user

Get request

Get request status

List my requests

List request transitions

List sites

Transition request

Update issue fields

Note: This article lists the connector's full set of tools. Your workspace owner can disable individual tools for your workspace, so some of those listed here may not be available to your agents. If a tool you expected is missing, reach out to your workspace owner.

Triggers

While tools are the actions an agent takes on your behalf, triggers are the events that can start an agent automatically. When you build an agent, you can choose one of the triggers below as its starting point. For example, having the agent run every time something new happens in Jira Service Desk.

Trigger

New Request Created

Request Status Updated

Scope and permissions

This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions:

Scope	Purpose
read:servicedesk-request	Read customer service requests and their comments
write:servicedesk-request	Reply to customer service requests on your behalf
offline_access	Refresh access tokens when the user is offline

Set up instructions

Prerequisites:

You are a Sana Enterprise user – all third-party connectors except the Workday connector are available only for users on the Sana Enterprise tier.
Your Sana workspace owner has enabled this connector – if the workspace owner has disabled the connector it won't appear in the list of available connectors.

Step 1: Go to the connectors page in Sana

In Sana, click on your profile icon and name in the bottom left corner and select Connectors.

Step 2: Find Jira Service Desk in the list of available connectors

Scroll to the Available connectors section and locate Jira Service Desk.

Note: If you can't find a connector in this list, it means one of the following:

You've already connected it — check the ”Active connectors” section at the top of the connectors page, or
Your workspace owner has disabled this connector for your workspace — reach out to them for more information or to request that it be enabled.

Step 3: Hover the connector card and click the connect button

Hover the Jira Service Desk card and click the Connect button.

Tip: If you click the card itself instead of the Connect button, you'll open a connector detail page with more information about its capabilities.

Step 4: Initialize the Pipedream connection

When clicking Connect in the previous step, a pop-up will appear powered by Pipedream. Click the Continue button in the pop-up to initialize the set up.

Note: Sana uses Pipedream to connect your account. Pipedream is a Workday product, trusted by millions of people to keep their data secure.

Step 5: Sign in to Jira Service Desk and approve the requested scopes

You'll be redirected to Jira Service Desk to go through their OAuth flow. Sign in and approve the scopes Sana needs to operate the connector.

Step 6: Complete the set up

You've successfully connected your Jira Service Desk account. Click Continue to complete the setup and start using the connector.

Known limitations

Scope: Broad search across all requests (e.g. via JQL) is not supported.