Service Desk

Schema-driven source documentation.

SERVICEDESK42 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 requests scoped to selected desks

Ingest customer requests for selected service desks with comments and attachments enabled

Schedule

{
  "enabled": true,
  "preset": "weekday_business",
  "cron": "20 9 * * 1-5",
  "timezone": "UTC"
}

Config Payload

{
  "type": "SERVICEDESK",
  "required": {
    "base_url": "https://acme.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",
    "limit": 100
  }
}

Service Desk tenant-wide random sampling

Scan all visible service desk requests and control volume with random sampling

Schedule

{
  "enabled": true,
  "preset": "daily",
  "cron": "50 6 * * *",
  "timezone": "UTC"
}

Config Payload

{
  "type": "SERVICEDESK",
  "required": {
    "base_url": "https://acme.atlassian.net",
    "account_email": "[email protected]"
  },
  "masked": {
    "api_token": "your-atlassian-api-token"
  },
  "optional": {
    "content": {
      "include_comments": true,
      "include_attachments": false
    }
  },
  "sampling": {
    "strategy": "RANDOM",
    "limit": 60
  }
}

Source name

Required

Authentication

Optional

Sampling