Jira Service Desk module

Get info about Service Desk

# Get info about Service Desk app
sd.get_info()

# Get all service desks in the JIRA Service Desk application with the option to include archived service desks
sd.get_service_desks()

# Get the service desk for a given service desk ID
sd.get_service_desk_by_id(service_desk_id)

Create customer

EXPERIMENTAL (may change without notice)

sd.create_customer(full_name, email)

The Request actions

# Create customer request
sd.create_customer_request(service_desk_id, request_type_id, values_dict, raise_on_behalf_of=None, request_participants=None)

# Get customer request by ID
sd.get_customer_request(issue_id_or_key)

# Get customer requests
sd.get_my_customer_requests()

# Get customer request status
sd.get_customer_request_status(issue_id_or_key)

# Create comment. Optional argument public (True or False), default is True
sd.create_request_comment(issue_id_or_key, body, public=True)

# Get request comments
sd.get_request_comments(issue_id_or_key)

# Get request comment
sd.get_request_comment_by_id(issue_id_or_key, comment_id)

Manage a Participants

# Get request participants
sd.get_request_participants(issue_id_or_key, start=0, limit=50)

# Add request participants
# The calling user must have permission to manage participants for this customer request
sd.add_request_participants(issue_id_or_key, users_list)

# Remove request participants
# The calling user must have permission to manage participants for this customer request
sd.remove_request_participants(issue_id_or_key, users_list)

Transitions

EXPERIMENTAL (may change without notice)

# Get customer transitions. A list of transitions that customers can perform on the request
sd.get_customer_transitions(issue_id_or_key)

# Perform transition. Optional argument comment (string), default is None
sd.perform_transition(issue_id_or_key, transition_id, comment=None)

Manage the Organizations

EXPERIMENTAL (may change without notice)

# Get a list of organizations in the JIRA instance
# If the user is not an agent, the resource returns a list of organizations the user is a member of
# If service_desk_id is None, request returns all organizations
# In service_desk_id is ID, request returns organizations from given Service Desk ID
sd.get_organisations(service_desk_id=None, start=0, limit=50)

# Get an organization for a given organization ID
sd.get_organization(organization_id)

# Get all the users of a specified organization
sd.get_users_in_organization(organization_id, start=0, limit=50)

# Create organization
sd.create_organization(name)

# Add an organization to a servicedesk for a given servicedesk ID (str) and organization ID (int)
sd.add_organization(service_desk_id, organization_id)

# Remove an organization from a servicedesk for a given servicedesk ID (str) and organization ID (int)
sd.remove_organization(service_desk_id, organization_id)

# Delete organization
sd.delete_organization(organization_id)

# Add users to organization
sd.add_users_to_organization(organization_id, users_list=[], account_list=[])

# Remove users from organization
sd.remove_users_from_organization(organization_id, , users_list=[], account_list=[])

Attachment actions

EXPERIMENTAL (may change without notice)

# Create attachment (only single file) as a comment
# You can choose type of attachment. public=True is Public attachment, public=False is Internal attachment
# Customers can only create public attachments
# An additional comment may be provided which will be prepended to the attachments
sd.create_attachment(service_desk_id, issue_id_or_key, filename, public=True, comment=None)

# Create temporary attachment, which can later be converted into permanent attachment
sd.attach_temporary_file(service_desk_id, filename)

# Add temporary attachment that were created using attach_temporary_file function to a customer request
sd.add_attachment(issue_id_or_key, temp_attachment_id, public=True, comment=None)

SLA actions

# Get the SLA information for a customer request for a given request ID or key
# IMPORTANT: The calling user must be an agent
sd.get_sla(issue_id_or_key, start=0, limit=50)

# Get the SLA information for a customer request for a given request ID or key and SLA metric ID
# IMPORTANT: The calling user must be an agent
sd.get_sla_by_id(issue_id_or_key, sla_id)

Approvals

# Get all approvals on a request, for a given request ID/Key
sd.get_approvals(issue_id_or_key, start=0, limit=50)

# Get an approval for a given approval ID
sd.get_approval_by_id(issue_id_or_key, approval_id)

# Answer a pending approval
sd.answer_approval(issue_id_or_key, approval_id, decision)

Queues

# Get queue settings on project
sd.get_queue_settings(project_key)

EXPERIMENTAL (may change without notice)

# Returns a page of queues defined inside a service desk, for a given service desk ID.
# The returned queues will include an issue count for each queue (represented in issueCount field)
# if the query param includeCount is set to true (defaults to false).
# Permissions: The calling user must be an agent of the given service desk.
sd.get_queues(service_desk_id, include_count=False, start=0, limit=50)

# Returns a page of issues inside a queue for a given queue ID.
# Only fields that the queue is configured to show are returned.
# For example, if a queue is configured to show only Description and Due Date,
# then only those two fields are returned for each issue in the queue.
# Permissions: The calling user must have permission to view the requested queue,
# i.e. they must be an agent of the service desk that the queue belongs to.
sd.get_issues_in_queue(service_desk_id, queue_id, start=0, limit=50)

Add customers to given Service Desk

EXPERIMENTAL (may change without notice)

# Adds one or more existing customers to the given service desk.
# If you need to create a customer, see Create customer method.
# Administer project permission is required, or agents if public signups
# and invites are enabled for the Service Desk project.
sd.add_customers(service_desk_id, list_of_usernames)