--- 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 service desk management AI agent # Jira Service Management service desk 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 service desk management AI agent The Jira Service Management service desk management AI agent enables ServiceNow customers to efficiently manage Jira Service Management service desks through AI-driven interactions. It facilitates exploring service desks, queues, request types, and issue details, as well as adding customers and retrieving user account IDs. This agent supports both Jira Cloud and Server instances by adapting user identification methods accordingly. Show full answer Show less ## Key Features * **Service Desk Exploration:** Retrieve information about service desks, queues, issues within queues, request types, and request type fields. * **Customer Management:** Add customers to service desks seamlessly. * **User Account Lookup:** Find user account IDs using email addresses for Jira Cloud or usernames for Jira Server. * **Workflow Interaction:** Guides users through task description, confirms Jira instance type, performs lookups, and reports outcomes including errors. * **Configurable Access Controls:** Control access for third-party AI agents and AI specialists, with options to enable long-term memory to provide contextual responses based on prior interactions. * **Integration Tools:** Includes flow actions such as 'Add Customers', 'Look up Issues in Queue', and others to automate and streamline service desk operations. ## Configuration and Access Administrators can manage the following settings: * **Third-Party Access:** Disabled by default; enabling allows external AI agents to use this agent. * **AI Specialist Access:** Disabled by default; enabling provides advanced configuration options for AI specialists. * **Long-Term Memory:** Disabled by default; enabling allows the AI to use previous user interactions as context for improved responses. * **User Roles:** Access is restricted to users with the `sncinternal` role for both user and data access. ## Practical Benefits for ServiceNow Customers By using this AI agent, ServiceNow customers can automate and enhance interactions with Jira Service Management service desks, reducing manual lookup and customer management tasks. The agent's ability to differentiate between Jira Cloud and Server ensures accurate user identification. Configurable access and memory features allow tailored control and improved conversational context, leading to more efficient service desk management and better customer experiences. This AI agent retrieves Jira Service Management service desk configuration and manages customers. It looks up service desks, queues, issues in queues, request types, and request type fields, adds customers, and finds user account IDs. ## Workflow {#inth-jira-sm-jira-service-management-service-desk-management-ai-agent__aoobxajjmwwj} The agent helps the user explore service desks and add customers in Jira Service Management. 1. Ask the user to describe the task. 2. Look up service desks, queues, or the issues in a queue. 3. Look up request types and the fields for a request type. 4. Confirm whether the Jira instance is cloud or server, asking the user rather than assuming, because the required user identifier differs by type. 5. Look up a user's account ID, using an email address for cloud or a username for server. 6. Add customers to a service desk. 7. Report the outcome to the user, including details of any error. {#inth-jira-sm-jira-service-management-service-desk-management-ai-agent__ol_duu_szm_amj} {#inth-jira-sm-jira-service-management-service-desk-management-ai-agent__aoobxajjmwwj__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 Customers : Look up Issues in Queue : Look up Queue : Look up Request Type Fields : Look up Request Types : Look up Service Desks : Look up User Account ID | | 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)