Service Desk
Schema-driven source documentation.
SERVICEDESK49 fields2 examples
Commonly Asked Questions
Assistant knowledge mapped to this source type from
assistant_knowledge.json.Required
Fields required for a valid configuration payload under `config.required`.
| Path | Type | Required | Description | Default | Constraints |
|---|---|---|---|---|---|
| required | object | Yes | — | — | no extra properties |
| required.account_email | string | Yes | Atlassian account email used with API token for Basic authentication | — | format email |
| required.base_url | string | Yes | Jira Service Management tenant URL (for example, https://your-domain.atlassian.net) | — | format uri |
Masked
Sensitive fields under `config.masked` (secrets/credentials).
| Path | Type | Required | Description | Default | Constraints |
|---|---|---|---|---|---|
| masked | object | Yes | — | — | no extra properties |
| masked.api_token | string | Yes | Atlassian API token for Jira Service Management Cloud | — | — |
Optional
Optional configuration fields under `config.optional`.
| Path | Type | Required | Description | Default | Constraints |
|---|---|---|---|---|---|
| optional | object | No | — | — | no extra properties |
| optional.connection | object | No | HTTP and retry settings for Jira Service Management API calls. | — | no extra properties |
| optional.connection.max_retries | integer | No | Maximum retry attempts for transient API failures and rate limits | 3 | min 0, max 10 |
| optional.connection.rate_limit_delay_seconds | number | No | Additional delay between API requests to reduce rate-limit pressure | 0 | min 0 |
| optional.connection.request_timeout_seconds | number | No | HTTP request timeout for Service Desk API calls | 30 | min 1 |
| optional.content | object | No | Service Desk request extraction controls. | — | no extra properties |
| optional.content.attachment_max_bytes | integer | No | Maximum bytes downloaded per attachment for MIME inference and text extraction | 5242880 | min 1024 |
| optional.content.include_attachments | boolean | No | Include request attachments as related assets | true | — |
| optional.content.include_comments | boolean | No | Include request comments and aggregate them into a per-request comments asset | true | — |
| optional.scope | object | No | Optional Service Desk scope filters. When omitted, all visible requests are eligible for sampling. | — | no extra properties |
| optional.scope.organization_id | integer | No | Organization ID used to scope requests | — | — |
| optional.scope.request_ownership | array | No | Ownership filter values passed to Service Desk API (for example, OWNED_REQUESTS) | — | min items 1 |
| optional.scope.request_ownership[] | string | No | — | — | — |
| optional.scope.request_status | string | No | Request status filter passed to Service Desk API | — | — |
| optional.scope.request_type_ids | array | No | Request type IDs to include | — | min items 1, max items 100 |
| optional.scope.request_type_ids[] | integer | No | — | — | — |
| optional.scope.search_term | string | No | Search term filter for request summaries and content | — | — |
| optional.scope.service_desk_ids | array | No | Service desk IDs to include | — | min items 1, max items 100 |
| optional.scope.service_desk_ids[] | integer | No | — | — | — |
Examples
Reference payloads generated from shared source examples JSON.
Service desk request scan
Ingest customer requests from specific service desks with comments and attachments
Schedule
{
"enabled": true,
"preset": "weekday_business",
"cron": "20 9 * * 1-5",
"timezone": "UTC"
}Config Payload
{
"type": "SERVICEDESK",
"required": {
"base_url": "https://your-domain.atlassian.net",
"account_email": "[email protected]"
},
"masked": {
"api_token": "your-atlassian-api-token"
},
"optional": {
"scope": {
"service_desk_ids": [
1,
2
],
"request_status": "OPEN_REQUESTS"
},
"content": {
"include_comments": true,
"include_attachments": true
}
},
"sampling": {
"strategy": "LATEST"
}
}Tenant-wide PII compliance scan
Scan all service desk requests for PII — catches customer personal data in support tickets
Schedule
{
"enabled": true,
"preset": "daily",
"cron": "50 6 * * *",
"timezone": "UTC"
}Config Payload
{
"type": "SERVICEDESK",
"required": {
"base_url": "https://your-domain.atlassian.net",
"account_email": "[email protected]"
},
"masked": {
"api_token": "your-atlassian-api-token"
},
"optional": {
"content": {
"include_comments": true,
"include_attachments": false
}
},
"sampling": {
"strategy": "RANDOM"
},
"detectors": [
{
"type": "PII",
"enabled": true
}
]
}