--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Jira issue management AI agent # Jira issue management AI agent {#ariaid-title1} Release version: Australia Updated September 30, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Jira issue management AI agent The Jira issue management AI agent enables users to efficiently manage Jira issues directly within ServiceNow. It supports key operations such as looking up issues, priorities, statuses, and transitions, updating issue statuses, assigning issues, adding comments, managing watchers and attachments, and deleting issues. The agent works with both Jira Cloud and Server instances, adapting user identification requirements accordingly. Show full answer Show less ## Key Features * **Issue Lookup and Search:** Retrieve specific issues, search using JQL, or list issues within a sprint. * **Status and Transition Management:** View issue priorities, issue type statuses per project, and available transitions; transition issues to new statuses. * **Issue Updates:** Add comments, assign issues to users, and manage watchers by adding or removing them. * **Attachment Handling:** Copy attachments from ServiceNow records to Jira issues and delete attachments as needed. * **Issue Deletion:** Delete Jira issues and report outcomes including error details. * **User Identification:** Requests appropriate user identifiers (account ID for Cloud or username for Server) from users to ensure correct permissions and actions. ## Configuration and Access Control * **Third-Party and AI Specialist Access:** Configurable settings allow enabling third-party AI agents or AI specialists to use this agent, providing more advanced configuration options when needed. * **Long-Term Memory:** Optional feature to use previous user interactions as context to enhance AI responses, disabled by default. * **Roles and Permissions:** Access to the agent is controlled via specific user roles (sncinternal) and data access roles to maintain security and appropriate data handling. ## Practical Use for ServiceNow Customers This AI agent streamlines Jira issue management within ServiceNow, reducing manual effort and improving accuracy when handling Jira workflows. Customers can expect to: * Seamlessly integrate Jira issue operations into their ServiceNow environment. * Handle both Jira Cloud and Server instances with proper user identification protocols. * Automate common Jira tasks such as issue updates, transitions, and attachment management through conversational AI commands. * Maintain secure and role-based access control to safeguard data and actions. Administrators can configure the agent's accessibility and tailor its behavior, including enabling long-term memory for enhanced contextual interactions. This agent contributes to more efficient cross-platform issue management and supports improved collaboration between ServiceNow and Jira users. This AI agent manages Jira issues. It looks up issues, priorities, statuses, and transitions, transitions and assigns issues, adds comments, manages watchers and attachments, and deletes issues. ## Workflow {#inth-jira-jira-issue-management-ai-agent__cojjqmkibyus} The agent helps the user find, update, and manage Jira issues. 1. Ask the user to describe the task. 2. Confirm whether the Jira instance is cloud or server, asking the user rather than assuming, because the required user identifier differs by type. 3. Look up an issue, search issues with JQL, or list the issues in a sprint. 4. Look up issue priorities, the issue type statuses for a project, or an issue's available transitions. 5. Transition an issue to a new status or add a comment to it. 6. Ask the user for any user identifier the action needs, such as an account ID for cloud or a username for server, rather than defaulting to the logged-in user. 7. Assign an issue, and add or remove watchers. 8. Copy an attachment from a ServiceNow record to an issue or delete an attachment. 9. Delete an issue. 10. Report the outcome to the user, including details of any error. {#inth-jira-jira-issue-management-ai-agent__ol_tht_drd_kom} {#inth-jira-jira-issue-management-ai-agent__cojjqmkibyus__entry__2} | 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](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Flow Actions : Add Comment : Add Watcher : Assign Issue : Copy Attachment : Delete Attachment : Delete Issue : Delete Watcher : Do Transition : Look up Issue Type Statuses by Project : Look up Issue : Look up Issue Priorities : Look up Issues Stream : Look up Sprint Issues Stream : Look up Transitions : Look up Watchers | | 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](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] **Related topics** * [Jira Spoke](https://www.servicenow.com/docs/access?context=jira-spoke-v3-0-2&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) * [Integration Hub spokes](https://www.servicenow.com/docs/access?context=spokes-list&version=australia&pubname=australia-integrate-applications&ft:locale=en-US)