--- 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 Service Management request management AI agent # Jira Service Management request 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 Service Management request management AI agent The Jira Service Management request management AI agent enables users to efficiently manage customer requests within Jira Service Management. It supports creating, tracking, and updating requests by handling tasks such as creating requests and comments, performing transitions, managing participants and subscriptions, and retrieving detailed information including comments, attachments, status history, and SLA data. Show full answer Show less ## Key Features * **Request Handling:** Create new customer requests or add comments, including managing temporary files and attachments. * **Data Lookup:** Retrieve information about requests, comments, attachments, status history, transitions, SLA details, and subscription status. * **Workflow Management:** Identify and perform available transitions on requests, add or remove participants, and manage subscriptions to updates. * **Configuration Options:** Control access for third-party AI agents and AI specialists, with specialized configuration options available for the latter. * **Long-term Memory:** Optionally enable long-term memory to use previous user interactions as context for large language model (LLM) responses. * **Tools and Actions:** Includes a comprehensive set of flow actions facilitating detailed interactions with Jira Service Management requests, such as creating participants, comments, and attachments, as well as performing transitions and subscription management. * **Access Control:** Access is restricted to users with specific roles (sncinternal) for both user and data access, ensuring security and appropriate permissions. * **Integration and Channels:** Can be configured for use within Virtual Agent or ServiceNow Otto panel through Assistant Designer, enhancing user interaction capabilities. ## Practical Benefits for ServiceNow Customers This AI agent streamlines Jira Service Management request operations by automating routine tasks and providing quick access to request data. ServiceNow customers can expect improved efficiency in handling customer requests, better tracking of request statuses and SLA compliance, and enhanced collaboration through participant and subscription management. The configurable access controls and optional long-term memory enable tailored deployments that fit organizational security and workflow requirements. This AI agent manages Jira Service Management customer requests. It creates requests and comments, performs transitions, manages participants and subscriptions, and looks up requests, comments, attachments, status history, and SLA information. ## Workflow {#inth-jira-sm-jira-service-management-request-management-ai-agent__ytympzbsbvyv} The agent helps the user create, track, and update customer requests in Jira Service Management. 1. Ask the user what they want to do and collect the details the action needs, such as the request key or service desk. 2. Look up customer requests, their comments and attachments, status history, or SLA information. 3. Create a new customer request or add a comment to one, using temporary files or attachments where needed. 4. Look up the available transitions for a request and perform a transition. 5. Add participants to a request or remove them. 6. Check, start, or stop the subscription to updates for a request. 7. Report the outcome to the user, including details of any error. {#inth-jira-sm-jira-service-management-request-management-ai-agent__ol_rok_eeo_qxg} {#inth-jira-sm-jira-service-management-request-management-ai-agent__ytympzbsbvyv__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 Customer Request Participants : Create Customer Request : Create Customer Request Comment : Create Temporary Attachment : Create Temporary File : Look up Comment Attachment : Look up Customer Request Comments : Look up Customer Request Participants : Look up Customer Request Status History : Look up Customer Request Transitions : Look up Customer Requests : Look up SLA Information : Look up Subscription Status : Perform Customer Request Transition : Remove Customer Request Participants : Subscribe Customer Request : Unsubscribe Customer Request | | 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 Service Management Spoke](https://www.servicenow.com/docs/access?context=jira-serv-mngmt&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)