Jira Service Management

Enable CoPilot to view active alerts, check on-call schedules, create alerts, and acknowledge incidents via Jira Service Management Operations.

5 min read

Updated February 2026

Not the Same as Jira

This integration connects to Jira Service Management Operations, which covers on-call scheduling, alerts, and incident alerting. It is not the same as the Jira project management integration. If you are looking to create or update Jira issues, see the Jira integration instead.

Overview

The Jira Service Management integration connects CoPilot to your JSM Operations account. Your team can check active alerts, see who is on call, create new alerts, and acknowledge open alerts without leaving CoPilot.

All Jira Service Management Operations actions are available to CoPilot only. They are not exposed in the customer-facing AI agent widget.

CoPilot Only

JSM Operations actions are designed for internal use by your team. They are only available in the CoPilot browser extension.

Available Actions

Action	Description	Use
Get Active Alerts	List open alerts in JSM Operations	CoPilot
Get Alert Details	Look up details for a specific alert	CoPilot
Create Alert	Create a new alert and notify responders	CoPilot
Acknowledge Alert	Acknowledge an open alert	CoPilot
Get On-Call Schedule	See current on-call schedules	CoPilot

Prerequisites

Before setting up the Jira Service Management integration, you'll need:

A Jira Service Management account with Operations enabled
Admin access to your Atlassian organization
Your Atlassian Cloud ID

Setup Instructions

Step 1: Get Your Cloud ID and API Token

Log in to your Atlassian admin at admin.atlassian.com
Select your organization and go to Settings
Copy your Cloud ID from the URL or the organization settings page
Go to id.atlassian.com/manage-profile/security/api-tokens and create an API token
Give it a name and copy the token

Save Your Token

Copy your API token immediately after creating it. You will not be able to view it again after leaving the page.

Step 2: Enable in ChatSpark

In ChatSpark, go to AI Actions
Find Jira Service Management in the Library and click Enable
Enter your Cloud ID, Email, and API Token
Click Save

Configuration Fields

Field	Description	Example
Cloud ID	Your Atlassian Cloud ID	`xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx`
Account Email	Your Atlassian account email	`you@example.com`
API Token	Your Atlassian API token	`xxx`

Testing Your Integration

After setup, test the integration in CoPilot:

“Show me active JSM alerts”
“Who is currently on call?”
“Acknowledge alert abc123”

Troubleshooting

Cloud ID not found

Find your Cloud ID at admin.atlassian.com under your organization settings. It is a UUID in the formatxxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.

Unauthorized

Your API token may have expired. Generate a new one at id.atlassian.com/manage-profile/security/api-tokens.

Operations not available

Confirm that Jira Service Management Operations is enabled for your site. Not all JSM plans include the Operations module.

Migrating from OpsGenie

Atlassian has migrated OpsGenie functionality into Jira Service Management Operations. If you were using OpsGenie, your alerts and schedules are now in JSM Operations. Use this integration to connect ChatSpark to the new platform.

Jira

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