Development & IT Operations

Connecting Jira Service Management with Atomicwork

The Atomicwork–Jira Service Management (JSM) connector enables organizations to use Atom as the single front door for knowledge and tickets, while service teams continue operating in JSM. This provides a smooth, phased path to adopting Atomicwork without disrupting existing workflows, while ensuring employees receive a consistent support experience across Slack, Microsoft Teams, the browser, and the Atomicwork portal.

By connecting Atomicwork with JSM, you can centralize employee interactions in Atom, route requests to the right platform, and maintain operational continuity for teams that are on JSM.

Connecting JSM to Atomicwork

Permissions

To connect your Atomicwork and JSM accounts, you need:

Organization admin access in Atomicwork
Organization owner access in JSM, allowing you to manage permissions and integrate JSM with Atomicwork

Permission	Purpose
manage:jira-configuration	To access Jira administration settings needed for the integration, including workflows, custom fields, and issue link types. Also enables creating, registering, and managing Jira webhooks.
manage:jira-webhook	To fetch, register, refresh, and delete dynamically created webhooks required for real-time syncing of updates.
view:jira-user	Allows viewing Jira user details—such as names, email addresses, and avatars—so Atomicwork can correctly map reporters, participants, and agents.
view:jira-work	Provides read access to Jira project and issue data, including search results, issue details, attachments, and worklogs, enabling Atomicwork to display context and sync updates.
manage:servicedesk-customer	Allows creation, updating, and removal of customers and organizations in JSM when required for ticket creation and assignments.
view:servicedesk-request	To read all JSM request data, including comments, attachments, approvals, request participants, statuses, and request type details.
update:servicedesk-request	To create and edit JSM customer requests, add comments and attachments, update statuses, approve or transition requests, and subscribe additional participants.

Setup

To integrate JSM with Atomicwork:

Go to Settings > Enterprise integrations > App store in Atomicwork.
Search for Jira Service Management (JSM) and click Connect.
Enter your JSM organization URL, for example, https://acmeinc.atlassian.net.
Choose the correct Jira site when prompted.
Click Accept to approve the required permissions.

Once connected, Atomicwork will create a secure link between your Atomicwork account and the selected JSM site.

For agent responses from JSM to flow into Slack or Teams, ensure each agent is added as a user in Atomicwork. Learn more about adding users to Atomicwork.

Linking Atomicwork workspaces with JSM projects

After the JSM integration is enabled, you need to link the required Atomicwork workspaces to a corresponding JSM project.

Go to Settings > Enterprise integrations > App store > Jira Service Management.
Click Link project.
Choose an Atomicwork workspace and the JSM project to link to, and click Link.

Managing workspace behaviour

Within each linked Atomicwork workspace, you can:

Add knowledge sources: Configure which content Atom can use to answer employee questions. Learn more about adding knowledge.
Control catalog behavior: Define which request types from JSM appear in Atom.

Any changes made directly in JSM—such as updates to request types—are automatically synced into Atomicwork every 24 hours. You can also trigger a manual sync if required.

Important points to note

For any request type in a JSM project:

We don't currently support attachments as part of user messages.
We don't support attached forms within a request type. If there is an attached form with mandatory fields, the request will not be created.

Raising requests through Atom

Employees can use Atom (in Slack, Teams, or the browser) to search for answers or raise requests.

When a user asks Atom for help, Atom surfaces both knowledge answers and the most relevant catalog forms from JSM, including incidents and service requests.
When an employee submits a request, Atom routes it to the connected JSM project.
In the JSM project:
- A new ticket is created.
- The conversation history, user's description, and context are added to the ticket.
- Requestors can continue the conversation in the same thread on Slack/Teams, and all replies appear in JSM. All requestor notifications will come in through Atom on Slack or Teams.