Jira Service Management

Connect your ept AI chatbot with Jira Service Management to provide intelligent responses to service requests, access knowledge base articles, and streamline support workflows.

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Overview

The Jira Service Management integration enables your ept AI chatbot to:

• Automatically respond to service requests and incidents
• Access and search knowledge base articles
• Provide intelligent escalation and routing
• Maintain secure OAuth authentication with your Jira Service Management instance

The integration uses secure OAuth authentication and follows the standard ept AI integration pattern: create an integration in the ept AI app, then configure a channel to use that integration.

Prerequisites

Before setting up the Jira Service Management integration, ensure you have:

• Jira Service Management: Active Jira Service Management instance
• Admin Access: Ability to create and configure OAuth applications in Jira
• ept AI Setup: Your ept AI chatbot configured and ready
• Knowledge Base: Support documentation loaded into ept AI

Setup Instructions

Step 1: Create OAuth Application in Jira Service Management

1. Create OAuth App in Jira:

   • Log into your Jira Service Management admin panel
   • Navigate to Settings > System > OAuth applications
   • Click "Create OAuth application"
   • Configure the app:
     • Application Name: "ept AI Jira Service Management Integration"
     • Description: "AI-powered service request responses and knowledge base access"
     • Redirect URI: https://your-ept-ai-domain.com/oauth/jira-servicemanagement/callback
     • Scopes: Select required permissions:
       • read:jira-work - Read issues and work items
       • write:jira-work - Update and respond to issues
       • read:jira-user - Read user information
       • read:jira-service-desk - Access service desk information
       • write:jira-service-desk - Update service desk items

2. Get OAuth Credentials:

   • Note your Client ID and Client Secret
   • These will be used to establish the OAuth connection

Step 2: Create Jira Service Management Integration in ept AI

1. Access Integration Settings:

   • Log into your ept AI dashboard
   • Navigate to Configuration > Integrations
   • Click "Create Integration"
   • Select "Jira Service Management" from the available integrations

2. Configure OAuth Connection:

   Client ID: your-jira-client-id
   Client Secret: your-jira-client-secret
   Jira URL: https://your-instance.atlassian.net
   Redirect URI: https://your-ept-ai-domain.com/oauth/jira-servicemanagement/callback

3. Authorize Connection:

   • Click "Connect to Jira Service Management"
   • Complete the OAuth authorization flow
   • Grant necessary permissions to ept AI

Step 3: Configure Jira Service Management Channel

1. Create Channel:

   • Navigate to Configuration > Channels
   • Click "Create Channel"
   • Configure the channel:
     • Channel Name: "Jira Service Management Assistant"
     • Channel Type: Select "Jira Service Management"
     • Integration: Select the Jira Service Management integration you created
     • Knowledge Source Configuration: Choose your support-focused KSC

2. Configure Channel Settings:

   {
     "service_management_channel_config": {
       "integration_id": "service_management_integration_123",
       "knowledge_source": "support-ksc",
       "request_types": ["incident", "service_request", "change_request"],
       "auto_respond": true,
       "escalation_threshold": 0.7,
       "knowledge_base_access": {
         "enabled": true,
         "search_scope": ["public", "internal"],
         "article_categories": ["how-to", "troubleshooting", "faq"]
       },
       "response_templates": {
         "greeting": "Thank you for contacting support. I'm here to help!",
         "escalation": "I'm transferring your request to a human agent who will assist you shortly."
       }
     }
   }

Integration Features

Service Request Automation

• Automatic Responses: AI responds to new service requests using your knowledge base
• Request Classification: Automatically categorize and prioritize requests
• Escalation Management: Route complex issues to human agents when needed
• Status Updates: Provide real-time updates on request status

Knowledge Base Integration

• Article Search: Search and access knowledge base articles
• Content Recommendations: Suggest relevant articles based on request content
• Article Updates: Automatically incorporate knowledge base updates
• Cross-Reference: Link related articles and solutions

Workflow Automation

• Request Routing: Automatically route requests to appropriate teams
• Priority Assignment: Set request priorities based on content analysis
• SLA Management: Track and manage service level agreements
• Follow-up Actions: Schedule follow-up tasks and reminders

Configuration Options

Request Processing Settings

{
  "request_processing_config": {
    "auto_respond": true,
    "response_mode": "suggested", // "auto", "suggested", "manual"
    "escalation_triggers": [
      "complex_issue",
      "customer_request",
      "low_confidence",
      "urgent_priority"
    ],
    "max_response_time": "5 minutes",
    "include_knowledge_base": true
  }
}

Knowledge Base Settings

{
  "knowledge_base_config": {
    "enabled": true,
    "search_scope": ["public", "internal", "restricted"],
    "article_categories": ["how-to", "troubleshooting", "faq", "procedures"],
    "content_priority": "kb_first", // "kb_first", "ept_first", "combined"
    "article_recommendations": {
      "enabled": true,
      "max_recommendations": 3,
      "relevance_threshold": 0.6
    }
  }
}

Workflow Configuration

{
  "workflow_config": {
    "auto_routing": {
      "enabled": true,
      "routing_rules": {
        "technical_issues": "IT_Support",
        "access_requests": "Access_Management",
        "billing_questions": "Finance_Support"
      }
    },
    "priority_assignment": {
      "enabled": true,
      "priority_criteria": {
        "urgent_keywords": ["down", "broken", "emergency"],
        "high_priority": ["cannot work", "blocked", "critical"],
        "normal_priority": ["question", "request", "information"]
      }
    }
  }
}

Use Cases

Automated Support

1. Instant Responses: Provide immediate answers to common service requests
2. Request Classification: Automatically categorize and prioritize requests
3. Escalation Management: Route complex issues to human agents
4. Status Tracking: Provide real-time updates on request progress

Knowledge Management

• Article Discovery: Help users find relevant knowledge base articles
• Content Optimization: Identify gaps in knowledge base coverage
• Solution Sharing: Share proven solutions across similar requests
• Training Enhancement: Use request patterns to improve knowledge base

Process Optimization

• Workflow Automation: Streamline request processing and routing
• SLA Compliance: Ensure service level agreements are met
• Resource Allocation: Optimize team workload and response times
• Quality Assurance: Maintain consistent response quality

Best Practices

Integration Management

1. Start Small: Begin with a limited set of request types
2. Monitor Performance: Track response accuracy and customer satisfaction
3. Gradual Expansion: Expand to more request categories based on success
4. Regular Review: Periodically review and optimize integration settings

Knowledge Base Management

1. Content Quality: Keep knowledge base articles updated and accurate
2. Article Organization: Maintain clear categories and tagging
3. Regular Updates: Incorporate feedback and new solutions
4. Access Control: Ensure appropriate access levels for different article types

Workflow Optimization

1. Routing Rules: Define clear routing rules based on request content
2. Priority Logic: Establish objective criteria for priority assignment
3. Escalation Procedures: Set appropriate thresholds for human escalation
4. Performance Monitoring: Track workflow efficiency and response times

Troubleshooting

Common Issues

OAuth Authentication Errors

• Verify Client ID and Client Secret are correct
• Check redirect URI matches exactly
• Ensure OAuth app is properly configured
• Verify required scopes are granted

Request Processing Issues

• Check request access permissions
• Verify knowledge base configuration
• Review escalation trigger settings
• Test with sample requests first

Knowledge Base Access Problems

• Verify knowledge base permissions
• Check article access settings
• Review search configuration
• Test with different article types

Error Codes

Error Code	Description	Solution
401	Unauthorized	Check OAuth credentials and token
403	Forbidden	Verify API permissions and scopes
404	Not Found	Check request IDs and access permissions
429	Rate Limited	Implement rate limiting and retry logic

Support Resources

• Service Management Platform Documentation
• ept AI Support
• Integration Status Page

Monitoring & Analytics

Key Metrics

• Request Volume: Number of requests processed per day/week
• Response Time: Average time to respond to requests
• Escalation Rate: Percentage of requests escalated to humans
• Knowledge Base Usage: Most accessed articles and categories

Dashboard Views

Configure your ept AI dashboard to show:

• Service Management integration status
• Recent request activity and responses
• Knowledge base usage statistics
• Workflow performance metrics

Next Steps

After setting up your Service Management integration:

1. Test the Integration: Create test requests and verify AI responses
2. Monitor Performance: Track key metrics and optimize configurations
3. Train Your Team: Ensure support agents understand the new workflow
4. Scale Gradually: Expand to additional request types based on success

For additional support or custom Service Management configurations, contact our integration team.