Customer
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Request
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Servicedesk

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Request

Get customer requests

GET /rest/servicedeskapi/request

This method returns all customer requests for the user executing the query.

The returned customer requests are ordered chronologically by the latest activity on each request. For example, the latest status transition or comment.

Permissions required: Permission to access the specified service desk.

Response limitations: For customers, the list returned will include request they created (or were created on their behalf) or are participating in only.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Query parameters
searchTerm

string

Filters customer requests where the request summary matches the searchTerm. Wildcards can be used in the searchTerm parameter.

requestOwnership

Array<string>

Filters customer requests using the following values:

  • OWNED_REQUESTS returns customer requests where the user is the creator.
  • PARTICIPATED_REQUESTS returns customer requests where the user is a participant.
  • ORGANIZATION returns customer requests for an organization of which the user is a member when used in conjunction with organizationId.
  • ALL_ORGANIZATIONS returns customer requests that belong to all organizations of which the user is a member.
  • APPROVER returns customer requests where the user is an approver. Can be used in conjunction with approvalStatus to filter pending or complete approvals.
  • ALL_REQUESTS returns all customer requests. Deprecated and will be removed, as the returned requests may change if more values are added in the future. Instead, explicitly list the desired filtering strategies.

Multiple values of the query parameter are supported. For example, requestOwnership=OWNED_REQUESTS&requestOwnership=PARTICIPATED_REQUESTS will only return customer requests where the user is the creator or a participant. If not specified, filtering defaults to OWNED_REQUESTS, PARTICIPATED_REQUESTS, and ALL_ORGANIZATIONS.

requestStatus

string

Filters customer requests where the request is closed, open, or either of the two where:

  • CLOSED_REQUESTS returns customer requests that are closed.
  • OPEN_REQUESTS returns customer requests that are open.
  • ALL_REQUESTS returns all customer requests.
approvalStatus

string

Filters results to customer requests based on their approval status:

  • MY_PENDING_APPROVAL returns customer requests pending the user's approval.
  • MY_HISTORY_APPROVAL returns customer requests where the user was an approver.

Note: Valid only when used with requestOwnership=APPROVER.

organizationId

integer

Filters customer requests that belong to a specific organization (note that the user must be a member of that organization). Note: Valid only when used with requestOwnership=ORGANIZATION.

Format: int32
serviceDeskId

integer

Filters customer requests by service desk.

Format: int32
requestTypeId

integer

Filters customer requests by request type. Note that the serviceDeskId must be specified for the service desk in which the request type belongs.

Format: int32
expand

Array<string>

A multi-value parameter indicating which properties of the customer request to expand, where:

  • serviceDesk returns additional details for each service desk.
  • requestType returns additional details for each request type.
  • participant returns the participant details, if any, for each customer request.
  • sla returns the SLA information on each customer request.
  • status returns the status transitions, in chronological order, for each customer request.
  • attachment returns the attachments for the customer request.
  • action returns the actions that the user can or cannot perform on this customer request.
  • comment returns the comments, if any, for each customer request.
  • comment.attachment returns the attachment details, if any, for each comment.
  • comment.renderedBody (Experimental) returns the rendered body in HTML format (in addition to the raw body) for each comment.
start

integer

The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of items to return per page. Default: 50. See the Pagination section for more details.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the customer requests, on the specified page of the results.

Content typeValue
application/json

PagedDTOCustomerRequestDTO

Example response (application/json)

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{
  "_expands": [
    "participant",
    "status",
    "sla",
    "requestType",
    "serviceDesk",
    "attachment",
    "action",
    "comment"
  ],
  "size": 3,
  "start": 3,
  "limit": 3,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request?start=6&limit=3",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request?start=0&limit=3"
  },
  "values": [
    {
      "_expands": [
        "participant",
        "status",
        "sla",
        "requestType",
        "serviceDesk",
        "attachment",
        "action",
        "comment"
      ],
      "issueId": "107001",
      "issueKey": "HELPDESK-1",
      "requestTypeId": "25",
      "serviceDeskId": "10",
      "createdDate": {
        "iso8601": "2015-10-08T14:42:00+0700",
        "jira": "2015-10-08T14:42:00.000+0700",
        "friendly": "Monday 14:42 PM",
        "epochMillis": 1444290120000
      },
      "reporter": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "requestFieldValues": [
        {
          "fieldId": "summary",
          "label": "What do you need?",
          "value": "Request JSD help via REST"
        },
        {
          "fieldId": "description",
          "label": "Why do you need this?",
          "value": "I need a new *mouse* for my Mac",
          "renderedValue": {
            "html": "<p>I need a new <b>mouse</b> for my Mac</p>"
          }
        }
      ],
      "currentStatus": {
        "status": "Waiting for Support",
        "statusCategory": "NEW",
        "statusDate": {
          "iso8601": "2015-10-08T14:01:00+0700",
          "jira": "2015-10-08T14:01:00.000+0700",
          "friendly": "Today 14:01 PM",
          "epochMillis": 1444287660000
        }
      },
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/issue/107001",
        "web": "https://your-domain.atlassian.net/servicedesk/customer/portal/10/HELPDESK-1",
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/107001",
        "agent": "https://your-domain.atlassian.net/browse/HELPDESK-1"
      }
    },
    {
      "_expands": [
        "participant",
        "status",
        "sla",
        "requestType",
        "serviceDesk",
        "attachment",
        "action",
        "comment"
      ],
      "issueId": "107002",
      "issueKey": "HELPDESK-2",
      "requestTypeId": "25",
      "serviceDeskId": "10",
      "createdDate": {
        "iso8601": "2015-10-08T14:30:00+0700",
        "jira": "2015-10-08T14:30:00.000+0700",
        "friendly": "Monday 14:30 PM",
        "epochMillis": 1444289400000
      },
      "reporter": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "requestFieldValues": [
        {
          "fieldId": "summary",
          "label": "What do you need?",
          "value": "Request a new account"
        },
        {
          "fieldId": "description",
          "label": "Why do you need this?",
          "value": "Create an account on Jira"
        }
      ],
      "currentStatus": {
        "status": "Waiting for Support",
        "statusCategory": "NEW",
        "statusDate": {
          "iso8601": "2015-10-08T14:01:00+0700",
          "jira": "2015-10-08T14:01:00.000+0700",
          "friendly": "Today 14:01 PM",
          "epochMillis": 1444287660000
        }
      },
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/issue/107002",
        "web": "https://your-domain.atlassian.net/servicedesk/customer/portal/10/HELPDESK-2",
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/107002",
        "agent": "https://your-domain.atlassian.net/browse/HELPDESK-2"
      }
    },
    {
      "_expands": [
        "participant",
        "status",
        "sla",
        "requestType",
        "serviceDesk",
        "attachment",
        "action",
        "comment"
      ],
      "issueId": "109006",
      "issueKey": "SIMPLEDESK-6",
      "requestTypeId": "33",
      "serviceDeskId": "12",
      "createdDate": {
        "iso8601": "2015-10-05T14:30:00+0700",
        "jira": "2015-10-05T14:30:00.000+0700",
        "friendly": "Monday 14:30 PM",
        "epochMillis": 1444030200000
      },
      "reporter": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "requestFieldValues": [
        {
          "fieldId": "summary",
          "label": "Summarize the problem",
          "value": "Printer on level 3 did not work"
        },
        {
          "fieldId": "description",
          "value": "Ink cartridge is empty"
        }
      ],
      "currentStatus": {
        "status": "Waiting for Support",
        "statusCategory": "NEW",
        "statusDate": {
          "iso8601": "2015-10-08T14:00:00+0700",
          "jira": "2015-10-08T14:00:00.000+0700",
          "friendly": "Today 14:00 PM",
          "epochMillis": 1444287600000
        }
      },
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/issue/109006",
        "web": "https://your-domain.atlassian.net/servicedesk/customer/portal/12/SIMPLEDESK-6",
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/109006",
        "agent": "https://your-domain.atlassian.net/browse/SIMPLEDESK-6"
      }
    }
  ]
}

Create customer request

POST /rest/servicedeskapi/request

This method creates a customer request in a service desk.

The JSON request must include the service desk and customer request type, as well as any fields that are required for the request type. A list of the fields required by a customer request type can be obtained using servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field.

The fields required for a customer request type depend on the user's permissions:

  • raiseOnBehalfOf is not available to Users who have the customer permission only.
  • requestParticipants is not available to Users who have the customer permission only or if the feature is turned off for customers.

requestFieldValues is a map of Jira field IDs and their values. See Field input formats, for details of each field's JSON semantics and the values they can take.

Permissions required: Permission to create requests in the specified service desk.

Connect app scope required: WRITE

OAuth scopes required: 
write:servicedesk-request

Request

Body parameters
serviceDeskId

string

ID of the service desk in which to create the request.

requestTypeId

string

ID of the request type for the request.

requestFieldValues

object

JSON map of Jira field IDs and their values representing the content of the request.

requestParticipants

Array<string>

List of customers to participate in the request, as a list of accountId values.

raiseOnBehalfOf

string

The accountId of the customer that the request is being raised on behalf of.

channel

string

(Experimental) Shows extra information for the request channel.

Example

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curl --request POST \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --data '{
  "requestParticipants": [
    "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d69abfa3980ce712caae"
  ],
  "serviceDeskId": "10",
  "requestTypeId": "25",
  "requestFieldValues": {
    "summary": "Request JSD help via REST",
    "description": "I need a new *mouse* for my Mac"
  }
}'

Responses

Returned if the customer request was created.

Content typeValue
application/json

CustomerRequestDTO

Example response (application/json)

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{
  "_expands": [
    "participant",
    "status",
    "sla",
    "requestType",
    "serviceDesk",
    "attachment",
    "action",
    "comment"
  ],
  "issueId": "107001",
  "issueKey": "HELPDESK-1",
  "requestTypeId": "25",
  "serviceDeskId": "10",
  "createdDate": {
    "iso8601": "2015-10-08T14:42:00+0700",
    "jira": "2015-10-08T14:42:00.000+0700",
    "friendly": "Monday 14:42 PM",
    "epochMillis": 1444290120000
  },
  "reporter": {
    "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "emailAddress": "fred@example.com",
    "displayName": "Fred F. User",
    "active": true,
    "timeZone": "Australia/Sydney",
    "_links": {
      "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "avatarUrls": {
        "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
        "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
        "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
        "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
      },
      "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
    }
  },
  "requestFieldValues": [
    {
      "fieldId": "summary",
      "label": "What do you need?",
      "value": "Request JSD help via REST"
    },
    {
      "fieldId": "description",
      "label": "Why do you need this?",
      "value": "I need a new *mouse* for my Mac",
      "renderedValue": {
        "html": "<p>I need a new <b>mouse</b> for my Mac</p>"
      }
    }
  ],
  "currentStatus": {
    "status": "Waiting for Support",
    "statusCategory": "NEW",
    "statusDate": {
      "iso8601": "2015-10-08T14:01:00+0700",
      "jira": "2015-10-08T14:01:00.000+0700",
      "friendly": "Today 14:01 PM",
      "epochMillis": 1444287660000
    }
  },
  "_links": {
    "jiraRest": "https://your-domain.atlassian.net/rest/api/2/issue/107001",
    "web": "https://your-domain.atlassian.net/servicedesk/customer/portal/10/HELPDESK-1",
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/107001",
    "agent": "https://your-domain.atlassian.net/browse/HELPDESK-1"
  }
}

Get customer request by id or key

GET /rest/servicedeskapi/request/{issueIdOrKey}

This method returns a customer request.

Permissions required: Permission to access the specified service desk.

Response limitations: For customers, only a request they created, was created on their behalf, or they are participating in will be returned.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or Key of the customer request to be returned

Query parameters
expand

Array<string>

A multi-value parameter indicating which properties of the customer request to expand, where:

  • serviceDesk returns additional service desk details.
  • requestType returns additional customer request type details.
  • participant returns the participant details.
  • sla returns the SLA information.
  • status returns the status transitions, in chronological order.
  • attachment returns the attachments.
  • action returns the actions that the user can or cannot perform.
  • comment returns the comments.
  • comment.attachment returns the attachment details for each comment.
  • comment.renderedBody (Experimental) return the rendered body in HTML format (in addition to the raw body) for each comment.

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the customer request.

Content typeValue
application/json

CustomerRequestDTO

Example response (application/json)

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{
  "_expands": [
    "participant",
    "status",
    "sla",
    "requestType",
    "serviceDesk",
    "attachment",
    "action",
    "comment"
  ],
  "issueId": "107001",
  "issueKey": "HELPDESK-1",
  "requestTypeId": "25",
  "serviceDeskId": "10",
  "createdDate": {
    "iso8601": "2015-10-08T14:42:00+0700",
    "jira": "2015-10-08T14:42:00.000+0700",
    "friendly": "Monday 14:42 PM",
    "epochMillis": 1444290120000
  },
  "reporter": {
    "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "emailAddress": "fred@example.com",
    "displayName": "Fred F. User",
    "active": true,
    "timeZone": "Australia/Sydney",
    "_links": {
      "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "avatarUrls": {
        "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
        "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
        "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
        "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
      },
      "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
    }
  },
  "requestFieldValues": [
    {
      "fieldId": "summary",
      "label": "What do you need?",
      "value": "Request JSD help via REST"
    },
    {
      "fieldId": "description",
      "label": "Why do you need this?",
      "value": "I need a new *mouse* for my Mac",
      "renderedValue": {
        "html": "<p>I need a new <b>mouse</b> for my Mac</p>"
      }
    }
  ],
  "currentStatus": {
    "status": "Waiting for Support",
    "statusCategory": "NEW",
    "statusDate": {
      "iso8601": "2015-10-08T14:01:00+0700",
      "jira": "2015-10-08T14:01:00.000+0700",
      "friendly": "Today 14:01 PM",
      "epochMillis": 1444287660000
    }
  },
  "_links": {
    "jiraRest": "https://your-domain.atlassian.net/rest/api/2/issue/107001",
    "web": "https://your-domain.atlassian.net/servicedesk/customer/portal/10/HELPDESK-1",
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/107001",
    "agent": "https://your-domain.atlassian.net/browse/HELPDESK-1"
  }
}

Get approvals

GET /rest/servicedeskapi/request/{issueIdOrKey}/approval

This method returns all approvals on a customer request.

Permissions required: Permission to view the customer request.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to be queried for its approvals.

Query parameters
start

integer

The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of approvals to return per page. Default: 50. See the Pagination section for more details.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/approval' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the customer request's approvals.

Content typeValue
application/json

PagedDTOApprovalDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 3,
  "start": 3,
  "limit": 3,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2/approval?start=6&limit=3",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2/approval?start=0&limit=3"
  },
  "values": [
    {
      "id": "1",
      "name": "Please approve this request",
      "finalDecision": "approved",
      "canAnswerApproval": false,
      "approvers": [
        {
          "approver": {
            "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "emailAddress": "fred@example.com",
            "displayName": "Fred F. User",
            "active": true,
            "timeZone": "Australia/Sydney",
            "_links": {
              "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
              "avatarUrls": {
                "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
                "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
                "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
                "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
              },
              "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
            }
          },
          "approverDecision": "approved"
        }
      ],
      "createdDate": {
        "iso8601": "2016-09-28T14:01:00+0700",
        "jira": "2016-09-28T14:01:00.000+0700",
        "friendly": "Monday 14:01 PM",
        "epochMillis": 1475046060000
      },
      "completedDate": {
        "iso8601": "2016-09-29T14:30:00+0700",
        "jira": "2016-09-29T14:30:00.000+0700",
        "friendly": "Today 14:30 PM",
        "epochMillis": 1475134200000
      },
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2/approval/1"
      }
    },
    {
      "id": "2",
      "name": "Waiting for approval",
      "finalDecision": "declined",
      "canAnswerApproval": false,
      "approvers": [
        {
          "approver": {
            "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "emailAddress": "fred@example.com",
            "displayName": "Fred F. User",
            "active": true,
            "timeZone": "Australia/Sydney",
            "_links": {
              "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
              "avatarUrls": {
                "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
                "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
                "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
                "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
              },
              "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
            }
          },
          "approverDecision": "approved"
        }
      ],
      "createdDate": {
        "iso8601": "2016-10-05T14:01:00+0700",
        "jira": "2016-10-05T14:01:00.000+0700",
        "friendly": "Wednesday 14:01 PM",
        "epochMillis": 1475650860000
      },
      "completedDate": {
        "iso8601": "2016-10-06T14:30:00+0700",
        "jira": "2016-10-06T14:30:00.000+0700",
        "friendly": "Thursday 14:30 PM",
        "epochMillis": 1475739000000
      },
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2/approval/2"
      }
    }
  ]
}

Get approval by id

GET /rest/servicedeskapi/request/{issueIdOrKey}/approval/{approvalId}

This method returns an approval. Use this method to determine the status of an approval and the list of approvers.

Permissions required: Permission to view the customer request.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request the approval is on.

approvalId Required

integer

The ID of the approval to be returned.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/approval/{approvalId}' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the requested approval.

Content typeValue
application/json

ApprovalDTO

Example response (application/json)

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{
  "id": "1",
  "name": "Please approve this request",
  "finalDecision": "approved",
  "canAnswerApproval": false,
  "approvers": [
    {
      "approver": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "approverDecision": "approved"
    }
  ],
  "createdDate": {
    "iso8601": "2016-09-28T14:01:00+0700",
    "jira": "2016-09-28T14:01:00.000+0700",
    "friendly": "Monday 14:01 PM",
    "epochMillis": 1475046060000
  },
  "completedDate": {
    "iso8601": "2016-09-29T14:30:00+0700",
    "jira": "2016-09-29T14:30:00.000+0700",
    "friendly": "Today 14:30 PM",
    "epochMillis": 1475134200000
  },
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2/approval/1"
  }
}

Answer approval

POST /rest/servicedeskapi/request/{issueIdOrKey}/approval/{approvalId}

This method enables a user to Approve or Decline an approval on a customer request. The approval is assumed to be owned by the user making the call.

Permissions required: User is assigned to the approval request.

Connect app scope required: WRITE

OAuth scopes required: 
write:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to be updated.

approvalId Required

integer

The ID of the approval to be updated.

Format: int32
Body parameters
decision

string

Response to the approval request.

Valid values: approve, decline

Example

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curl --request POST \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/approval/{approvalId}' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --data '{
  "decision": "approve"
}'

Responses

Returns the updated approval.

Content typeValue
application/json

ApprovalDTO

Example response (application/json)

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{
  "id": "1",
  "name": "Please approve this request",
  "finalDecision": "approved",
  "canAnswerApproval": false,
  "approvers": [
    {
      "approver": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "approverDecision": "approved"
    }
  ],
  "createdDate": {
    "iso8601": "2016-09-28T14:01:00+0700",
    "jira": "2016-09-28T14:01:00.000+0700",
    "friendly": "Monday 14:01 PM",
    "epochMillis": 1475046060000
  },
  "completedDate": {
    "iso8601": "2016-09-29T14:30:00+0700",
    "jira": "2016-09-29T14:30:00.000+0700",
    "friendly": "Today 14:30 PM",
    "epochMillis": 1475134200000
  },
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2/approval/1"
  }
}

Get attachments for request

GET /rest/servicedeskapi/request/{issueIdOrKey}/attachment

This method returns all the attachments for a customer requests.

Permissions required: Permission to view the customer request.

Response limitations: Customers will only get a list of public attachments.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request from which the attachments will be listed.

Query parameters
start

integer

The starting index of the returned attachment. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of comments to return per page. Default: 50. See the Pagination section for more details.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/attachment' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the visible attachments from the customer request.

Content typeValue
application/json

PagedDTOAttachmentDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 2,
  "start": 2,
  "limit": 2,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/IT-15/comment/1001/attachment?start=4&limit=2",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/IT-15/comment/1001/attachment?start=0&limit=2"
  },
  "values": [
    {
      "filename": "screenshot.png",
      "author": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "created": {
        "iso8601": "2015-10-09T10:22:00+0700",
        "jira": "2015-10-09T10:22:00.000+0700",
        "friendly": "Today 10:22 AM",
        "epochMillis": 1444360920000
      },
      "size": 23123,
      "mimeType": "image/png",
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/attachment/10000",
        "content": "https://your-domain.atlassian.net/servicedesk/customershim/secure/attachment/10000/screenshot.png",
        "thumbnail": "https://your-domain.atlassian.net/servicedesk/customershim/secure/thumbnail/10000/_thumb_10000.png"
      }
    },
    {
      "filename": "log.txt",
      "author": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "created": {
        "iso8601": "2015-10-09T10:22:00+0700",
        "jira": "2015-10-09T10:22:00.000+0700",
        "friendly": "Today 10:22 AM",
        "epochMillis": 1444360920000
      },
      "size": 32132,
      "mimeType": "text/plain",
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/attachment/10001",
        "content": "https://your-domain.atlassian.net/servicedesk/customershim/secure/attachment/10001/log.txt"
      }
    }
  ]
}

Create attachment

POST /rest/servicedeskapi/request/{issueIdOrKey}/attachment

This method adds one or more temporary files (attached to the request's service desk using servicedesk/{serviceDeskId}/attachTemporaryFile) as attachments to a customer request and set the attachment visibility using the public flag. Also, it is possible to include a comment with the attachments.

To get a list of attachments for a comment on the request use servicedeskapi/request/{issueIdOrKey}/comment/{commentId}/attachment.

Permissions required: Permission to add an attachment.

Request limitations: Customers can set attachments to public visibility only.

Connect app scope required: WRITE

OAuth scopes required: 
write:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to which the attachment will be added.

Body parameters
temporaryAttachmentIds

Array<string>

List of IDs for the temporary attachments to be added to the customer request.

additionalComment

AdditionalCommentDTO

Comment about the attachments.

public

boolean

Indicates whether the attachments are to be public (true) or private/internal (false).

Example

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curl --request POST \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/attachment' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --data '{
  "temporaryAttachmentIds": [
    "temp910441317820424274",
    "temp3600755449679003114"
  ],
  "public": true,
  "additionalComment": {
    "body": "Please find the screenshot and the log file attached."
  }
}'

Responses

Returns the attachments and comment.

Content typeValue
application/json

AttachmentCreateResultDTO

Example response (application/json)

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{
  "comment": {
    "_expands": [
      "attachment",
      "renderedBody"
    ],
    "id": "1000",
    "body": "Please find the screenshot and the log file attached. !screenshot.png|thumbnail! [^log.txt] _(32 kB)_",
    "public": true,
    "author": {
      "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "emailAddress": "fred@example.com",
      "displayName": "Fred F. User",
      "active": true,
      "timeZone": "Australia/Sydney",
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "avatarUrls": {
          "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
          "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
          "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
          "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
        },
        "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
      }
    },
    "created": {
      "iso8601": "2015-10-09T10:22:00+0700",
      "jira": "2015-10-09T10:22:00.000+0700",
      "friendly": "Today 10:22 AM",
      "epochMillis": 1444360920000
    },
    "_links": {
      "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment/1000"
    }
  },
  "attachments": {
    "_expands": [],
    "size": 2,
    "start": 2,
    "limit": 2,
    "isLastPage": false,
    "_links": {
      "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
      "context": "context",
      "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/IT-15/comment/1001/attachment?start=4&limit=2",
      "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/IT-15/comment/1001/attachment?start=0&limit=2"
    },
    "values": [
      {
        "filename": "screenshot.png",
        "author": {
          "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "emailAddress": "fred@example.com",
          "displayName": "Fred F. User",
          "active": true,
          "timeZone": "Australia/Sydney",
          "_links": {
            "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "avatarUrls": {
              "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
              "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
              "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
              "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
            },
            "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
          }
        },
        "created": {
          "iso8601": "2015-10-09T10:22:00+0700",
          "jira": "2015-10-09T10:22:00.000+0700",
          "friendly": "Today 10:22 AM",
          "epochMillis": 1444360920000
        },
        "size": 23123,
        "mimeType": "image/png",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/attachment/10000",
          "content": "https://your-domain.atlassian.net/servicedesk/customershim/secure/attachment/10000/screenshot.png",
          "thumbnail": "https://your-domain.atlassian.net/servicedesk/customershim/secure/thumbnail/10000/_thumb_10000.png"
        }
      },
      {
        "filename": "log.txt",
        "author": {
          "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "emailAddress": "fred@example.com",
          "displayName": "Fred F. User",
          "active": true,
          "timeZone": "Australia/Sydney",
          "_links": {
            "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
            "avatarUrls": {
              "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
              "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
              "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
              "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
            },
            "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
          }
        },
        "created": {
          "iso8601": "2015-10-09T10:22:00+0700",
          "jira": "2015-10-09T10:22:00.000+0700",
          "friendly": "Today 10:22 AM",
          "epochMillis": 1444360920000
        },
        "size": 32132,
        "mimeType": "text/plain",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/attachment/10001",
          "content": "https://your-domain.atlassian.net/servicedesk/customershim/secure/attachment/10001/log.txt"
        }
      }
    ]
  }
}

Get request comments

GET /rest/servicedeskapi/request/{issueIdOrKey}/comment

This method returns all comments on a customer request. No permissions error is provided if, for example, the user doesn't have access to the service desk or request, the method simply returns an empty response.

Permissions required: Permission to view the customer request.

Response limitations: Customers are returned public comments only.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request whose comments will be retrieved.

Query parameters
public

boolean

Specifies whether to return public comments or not. Default: true.

internal

boolean

Specifies whether to return internal comments or not. Default: true.

expand

Array<string>

A multi-value parameter indicating which properties of the comment to expand:

start

integer

The starting index of the returned comments. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of comments to return per page. Default: 50. See the Pagination section for more details.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/comment' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the comments, on the specified page of the results.

Content typeValue
application/json

PagedDTOCommentDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 1,
  "start": 1,
  "limit": 1,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment?start=2&limit=1",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment?start=0&limit=1"
  },
  "values": [
    {
      "_expands": [
        "attachment",
        "renderedBody"
      ],
      "id": "1000",
      "body": "Hello there",
      "public": true,
      "author": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "created": {
        "iso8601": "2015-10-09T10:22:00+0700",
        "jira": "2015-10-09T10:22:00.000+0700",
        "friendly": "Today 10:22 AM",
        "epochMillis": 1444360920000
      },
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment/1000"
      }
    }
  ]
}

Create request comment

POST /rest/servicedeskapi/request/{issueIdOrKey}/comment

This method creates a public or private (internal) comment on a customer request, with the comment visibility set by public. The user recorded as the author of the comment.

Permissions required: User has Add Comments permission.

Request limitations: Customers can set comments to public visibility only.

Connect app scope required: WRITE

OAuth scopes required: 
write:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to which the comment will be added.

Body parameters
body

string

Content of the comment.

public

boolean

Indicates whether the comment is public (true) or private/internal (false).

Example

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curl --request POST \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/comment' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --data '{
  "public": true,
  "body": "Hello there"
}'

Responses

Returns the comment.

Content typeValue
application/json

CommentDTO

Example response (application/json)

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{
  "_expands": [
    "attachment",
    "renderedBody"
  ],
  "id": "1000",
  "body": "Hello there",
  "public": true,
  "author": {
    "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "emailAddress": "fred@example.com",
    "displayName": "Fred F. User",
    "active": true,
    "timeZone": "Australia/Sydney",
    "_links": {
      "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "avatarUrls": {
        "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
        "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
        "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
        "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
      },
      "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
    }
  },
  "created": {
    "iso8601": "2015-10-09T10:22:00+0700",
    "jira": "2015-10-09T10:22:00.000+0700",
    "friendly": "Today 10:22 AM",
    "epochMillis": 1444360920000
  },
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment/1000"
  }
}

Get request comment by id

GET /rest/servicedeskapi/request/{issueIdOrKey}/comment/{commentId}

This method returns details of a customer request's comment.

Permissions required: Permission to view the customer request.

Response limitations: Customers can only view public comments on requests where they are the reporter or a participant whereas agents can see both internal and public comments.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request that contains the comment.

commentId Required

integer

The ID of the comment to retrieve.

Format: int64
Query parameters
expand

Array<string>

A multi-value parameter indicating which properties of the comment to expand:

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/comment/{commentId}' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the comment.

Content typeValue
application/json

CommentDTO

Example response (application/json)

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{
  "_expands": [
    "attachment",
    "renderedBody"
  ],
  "id": "1000",
  "body": "Hello there",
  "public": true,
  "author": {
    "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "emailAddress": "fred@example.com",
    "displayName": "Fred F. User",
    "active": true,
    "timeZone": "Australia/Sydney",
    "_links": {
      "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "avatarUrls": {
        "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
        "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
        "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
        "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
      },
      "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
    }
  },
  "created": {
    "iso8601": "2015-10-09T10:22:00+0700",
    "jira": "2015-10-09T10:22:00.000+0700",
    "friendly": "Today 10:22 AM",
    "epochMillis": 1444360920000
  },
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/2000/comment/1000"
  }
}

Get comment attachments

Experimental

GET /rest/servicedeskapi/request/{issueIdOrKey}/comment/{commentId}/attachment

This method returns the attachments referenced in a comment.

Permissions required: Permission to view the customer request.

Response limitations: Customers can only view public comments, and retrieve their attachments, on requests where they are the reporter or a participant whereas agents can see both internal and public comments.

Connect apps cannot access this REST resource.

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request that contains the comment.

commentId Required

integer

The ID of the comment.

Format: int64
Query parameters
start

integer

The starting index of the returned comments. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of comments to return per page. Default: 50. See the Pagination section for more details.

Format: int32

Example

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  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/comment/{commentId}/attachment' \
  --header 'Accept: application/json'

Responses

Returns the attachments, on the specified page of the results.

Content typeValue
application/json

PagedDTOAttachmentDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 2,
  "start": 2,
  "limit": 2,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/IT-15/comment/1001/attachment?start=4&limit=2",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/IT-15/comment/1001/attachment?start=0&limit=2"
  },
  "values": [
    {
      "filename": "screenshot.png",
      "author": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "created": {
        "iso8601": "2015-10-09T10:22:00+0700",
        "jira": "2015-10-09T10:22:00.000+0700",
        "friendly": "Today 10:22 AM",
        "epochMillis": 1444360920000
      },
      "size": 23123,
      "mimeType": "image/png",
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/attachment/10000",
        "content": "https://your-domain.atlassian.net/servicedesk/customershim/secure/attachment/10000/screenshot.png",
        "thumbnail": "https://your-domain.atlassian.net/servicedesk/customershim/secure/thumbnail/10000/_thumb_10000.png"
      }
    },
    {
      "filename": "log.txt",
      "author": {
        "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "emailAddress": "fred@example.com",
        "displayName": "Fred F. User",
        "active": true,
        "timeZone": "Australia/Sydney",
        "_links": {
          "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
          "avatarUrls": {
            "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
            "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
            "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
            "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
          },
          "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
        }
      },
      "created": {
        "iso8601": "2015-10-09T10:22:00+0700",
        "jira": "2015-10-09T10:22:00.000+0700",
        "friendly": "Today 10:22 AM",
        "epochMillis": 1444360920000
      },
      "size": 32132,
      "mimeType": "text/plain",
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/attachment/10001",
        "content": "https://your-domain.atlassian.net/servicedesk/customershim/secure/attachment/10001/log.txt"
      }
    }
  ]
}

Get subscription status

GET /rest/servicedeskapi/request/{issueIdOrKey}/notification

This method returns the notification subscription status of the user making the request. Use this method to determine if the user is subscribed to a customer request's notifications.

Permissions required: Permission to view the customer request.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to be queried for subscription status.

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/notification' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the status of the notification subscription.

Content typeValue
application/json

RequestNotificationSubscriptionDTO

Example response (application/json)

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{
  "subscribed": true
}

Subscribe

PUT /rest/servicedeskapi/request/{issueIdOrKey}/notification

This method subscribes the user to receiving notifications from a customer request.

Permissions required: Permission to view the customer request.

Connect app scope required: WRITE

OAuth scopes required: 
write:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to be subscribed to.

Example

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curl --request PUT \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/notification' \
  --header 'Authorization: Bearer <access_token>'

Responses

Returns if the user was subscribed.

Unsubscribe

DELETE /rest/servicedeskapi/request/{issueIdOrKey}/notification

This method unsubscribes the user from notifications from a customer request.

Permissions required: Permission to view the customer request.

Connect app scope required: WRITE

OAuth scopes required: 
write:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to be unsubscribed from.

Example

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curl --request DELETE \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/notification' \
  --header 'Authorization: Bearer <access_token>'

Responses

Returns if the user was unsubscribed.

Get request participants

GET /rest/servicedeskapi/request/{issueIdOrKey}/participant

This method returns a list of all the participants on a customer request.

Permissions required: Permission to view the customer request.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to be queried for its participants.

Query parameters
start

integer

The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of request types to return per page. Default: 50. See the Pagination section for more details.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/participant' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the customer request's participants, on the specified page of the results.

Content typeValue
application/json

PagedDTOUserDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 1,
  "start": 1,
  "limit": 1,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1000/participant?start=2&limit=1",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1000/participant?start=0&limit=1"
  },
  "values": [
    {
      "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "emailAddress": "fred@example.com",
      "displayName": "Fred F. User",
      "active": true,
      "timeZone": "Australia/Sydney",
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "avatarUrls": {
          "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
          "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
          "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
          "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
        },
        "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
      }
    }
  ]
}

Add request participants

POST /rest/servicedeskapi/request/{issueIdOrKey}/participant

This method adds participants to a customer request.

Permissions required: Permission to manage participants on the customer request.

Note, participants can be added when creating a customer request using the request resource, by defining the participants in the requestParticipants field.

Connect app scope required: WRITE

OAuth scopes required: 
write:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to have participants added.

Body parameters
usernames

Array<string>

This property is no longer available and will be removed from the documentation soon. See the deprecation notice for details. Use accountIds instead.

accountIds

Array<string>

List of users, specified by account IDs, to add to or remove as participants in the request.

Example

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curl --request POST \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/participant' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --data '{
  "accountIds": [],
  "usernames": [
    "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3a01db05e2a66fa80bd",
    "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d69abfa3980ce712caae"
  ]
}'

Responses

Returns the participants added to the customer request.

Content typeValue
application/json

PagedDTOUserDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 1,
  "start": 1,
  "limit": 1,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1000/participant?start=2&limit=1",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1000/participant?start=0&limit=1"
  },
  "values": [
    {
      "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "emailAddress": "fred@example.com",
      "displayName": "Fred F. User",
      "active": true,
      "timeZone": "Australia/Sydney",
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "avatarUrls": {
          "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
          "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
          "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
          "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
        },
        "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
      }
    }
  ]
}

Remove request participants

DELETE /rest/servicedeskapi/request/{issueIdOrKey}/participant

This method removes participants from a customer request.

Permissions required: Permission to manage participants on the customer request.

Connect app scope required: DELETE

OAuth scopes required: 
write:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to have participants removed.

Body parameters
usernames

Array<string>

This property is no longer available and will be removed from the documentation soon. See the deprecation notice for details. Use accountIds instead.

accountIds

Array<string>

List of users, specified by account IDs, to add to or remove as participants in the request.

Example

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curl --request DELETE \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/participant' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --data '{
  "accountIds": [],
  "usernames": [
    "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
    "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3a01db05e2a66fa80bd",
    "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d69abfa3980ce712caae"
  ]
}'

Responses

Returns the first page of the customer request's participants (after removal of the users).

Content typeValue
application/json

PagedDTOUserDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 1,
  "start": 1,
  "limit": 1,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1000/participant?start=2&limit=1",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1000/participant?start=0&limit=1"
  },
  "values": [
    {
      "accountId": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "name": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "key": "qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
      "emailAddress": "fred@example.com",
      "displayName": "Fred F. User",
      "active": true,
      "timeZone": "Australia/Sydney",
      "_links": {
        "jiraRest": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b",
        "avatarUrls": {
          "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue",
          "24x24": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=24&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D24%26noRedirect%3Dtrue",
          "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%26noRedirect%3Dtrue",
          "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue"
        },
        "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
      }
    }
  ]
}

Get sla information

GET /rest/servicedeskapi/request/{issueIdOrKey}/sla

This method returns all the SLA records on a customer request. A customer request can have zero or more SLAs. Each SLA can have recordings for zero or more "completed cycles" and zero or 1 "ongoing cycle". Each cycle includes information on when it started and stopped, and whether it breached the SLA goal.

Permissions required: Agent for the Service Desk containing the queried customer request.

Connect app scope required: READ

OAuth scopes required: 
read:jira-work

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request whose SLAs will be retrieved.

Query parameters
start

integer

The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of request types to return per page. Default: 50. See the Pagination section for more details.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/sla' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the SLA records on the customer request, on the specified page of the results.

Content typeValue
application/json

PagedDTOSlaInformationDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 3,
  "start": 3,
  "limit": 3,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/101102/sla?start=6&limit=3",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/101102/sla?start=0&limit=3"
  },
  "values": [
    {
      "name": "Time To First Response",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/101102/sla/10030"
      },
      "completedCycles": [
        {
          "startTime": {
            "iso8601": "2015-10-09T10:45:23+0700",
            "jira": "2015-10-09T10:45:23.000+0700",
            "friendly": "Yesterday 10:45 AM",
            "epochMillis": 1444362323000
          },
          "stopTime": {
            "iso8601": "2015-10-09T10:52:23+0700",
            "jira": "2015-10-09T10:52:23.000+0700",
            "friendly": "Yesterday 10:52 AM",
            "epochMillis": 1444362743000
          },
          "breachTime": {
            "iso8601": "2015-10-09T10:50:23+0700",
            "jira": "2015-10-09T10:50:23.000+0700",
            "friendly": "Yesterday 10:50 AM",
            "epochMillis": 1444362623000
          },
          "breached": false,
          "goalDuration": {
            "millis": 14400000,
            "friendly": "4h 240m"
          },
          "elapsedTime": {
            "millis": 420000,
            "friendly": "0h 7m"
          },
          "remainingTime": {
            "millis": 13980000,
            "friendly": "3h 233m"
          }
        },
        {
          "startTime": {
            "iso8601": "2015-10-10T10:52:23+0700",
            "jira": "2015-10-10T10:52:23.000+0700",
            "friendly": "Today 10:52 AM",
            "epochMillis": 1444449143000
          },
          "stopTime": {
            "iso8601": "2015-10-10T16:15:23+0700",
            "jira": "2015-10-10T16:15:23.000+0700",
            "friendly": "Today 16:15 PM",
            "epochMillis": 1444468523000
          },
          "breachTime": {
            "iso8601": "2015-10-10T15:12:23+0700",
            "jira": "2015-10-10T15:12:23.000+0700",
            "friendly": "Today 15:12 PM",
            "epochMillis": 1444464743000
          },
          "breached": true,
          "goalDuration": {
            "millis": 14400000,
            "friendly": "4h 240m"
          },
          "elapsedTime": {
            "millis": 19380000,
            "friendly": "5h 323m"
          },
          "remainingTime": {
            "millis": -4980000,
            "friendly": "-1h -83m"
          }
        }
      ],
      "ongoingCycle": {
        "startTime": {
          "iso8601": "2015-10-10T19:15:23+0700",
          "jira": "2015-10-10T19:15:23.000+0700",
          "friendly": "Today 19:15 PM",
          "epochMillis": 1444479323000
        },
        "breached": false,
        "paused": false,
        "withinCalendarHours": false,
        "goalDuration": {
          "millis": 14400000,
          "friendly": "4h 240m"
        },
        "elapsedTime": {
          "millis": 5640000,
          "friendly": "1h 94m"
        },
        "remainingTime": {
          "millis": 8760000,
          "friendly": "2h 146m"
        }
      }
    },
    {
      "name": "Time To Resolution",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/101102/sla/10040"
      },
      "completedCycles": [
        {
          "startTime": {
            "iso8601": "2015-10-09T10:45:23+0700",
            "jira": "2015-10-09T10:45:23.000+0700",
            "friendly": "Yesterday 10:45 AM",
            "epochMillis": 1444362323000
          },
          "stopTime": {
            "iso8601": "2015-10-09T20:52:23+0700",
            "jira": "2015-10-09T20:52:23.000+0700",
            "friendly": "Yesterday 20:52 PM",
            "epochMillis": 1444398743000
          },
          "breachTime": {
            "iso8601": "2015-10-09T20:50:23+0700",
            "jira": "2015-10-09T20:50:23.000+0700",
            "friendly": "Yesterday 20:50 PM",
            "epochMillis": 1444398623000
          },
          "breached": false,
          "goalDuration": {
            "millis": 72000000,
            "friendly": "20h 1200m"
          },
          "elapsedTime": {
            "millis": 36420000,
            "friendly": "10h 607m"
          },
          "remainingTime": {
            "millis": 35580000,
            "friendly": "9h 593m"
          }
        },
        {
          "startTime": {
            "iso8601": "2015-10-10T20:52:23+0700",
            "jira": "2015-10-10T20:52:23.000+0700",
            "friendly": "Today 20:52 PM",
            "epochMillis": 1444485143000
          },
          "stopTime": {
            "iso8601": "2015-10-11T02:15:23+0700",
            "jira": "2015-10-11T02:15:23.000+0700",
            "friendly": "Today 02:15 AM",
            "epochMillis": 1444504523000
          },
          "breachTime": {
            "iso8601": "2015-10-11T01:12:23+0700",
            "jira": "2015-10-11T01:12:23.000+0700",
            "friendly": "Today 01:12 AM",
            "epochMillis": 1444500743000
          },
          "breached": true,
          "goalDuration": {
            "millis": 72000000,
            "friendly": "20h 1200m"
          },
          "elapsedTime": {
            "millis": 19380000,
            "friendly": "5h 323m"
          },
          "remainingTime": {
            "millis": 52620000,
            "friendly": "14h 877m"
          }
        }
      ],
      "ongoingCycle": {
        "startTime": {
          "iso8601": "2015-10-11T05:15:23+0700",
          "jira": "2015-10-11T05:15:23.000+0700",
          "friendly": "Today 05:15 AM",
          "epochMillis": 1444515323000
        },
        "breached": false,
        "paused": false,
        "withinCalendarHours": false,
        "goalDuration": {
          "millis": 72000000,
          "friendly": "20h 1200m"
        },
        "elapsedTime": {
          "millis": 5640000,
          "friendly": "1h 94m"
        },
        "remainingTime": {
          "millis": 66360000,
          "friendly": "18h 1106m"
        }
      }
    },
    {
      "name": "Time To Retrospective",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/101102/sla/10050"
      },
      "completedCycles": [
        {
          "startTime": {
            "iso8601": "2015-10-09T10:45:23+0700",
            "jira": "2015-10-09T10:45:23.000+0700",
            "friendly": "Yesterday 10:45 AM",
            "epochMillis": 1444362323000
          },
          "stopTime": {
            "iso8601": "2015-10-10T10:52:23+0700",
            "jira": "2015-10-10T10:52:23.000+0700",
            "friendly": "Yesterday 10:52 AM",
            "epochMillis": 1444449143000
          },
          "breachTime": {
            "iso8601": "2015-10-10T10:50:23+0700",
            "jira": "2015-10-10T10:50:23.000+0700",
            "friendly": "Yesterday 10:50 AM",
            "epochMillis": 1444449023000
          },
          "breached": false,
          "goalDuration": {
            "millis": 144000000,
            "friendly": "40h 2400m"
          },
          "elapsedTime": {
            "millis": 86820000,
            "friendly": "24h 1447m"
          },
          "remainingTime": {
            "millis": 57180000,
            "friendly": "15h 953m"
          }
        },
        {
          "startTime": {
            "iso8601": "2015-10-11T10:52:23+0700",
            "jira": "2015-10-11T10:52:23.000+0700",
            "friendly": "Today 10:52 AM",
            "epochMillis": 1444535543000
          },
          "stopTime": {
            "iso8601": "2015-10-11T16:15:23+0700",
            "jira": "2015-10-11T16:15:23.000+0700",
            "friendly": "Today 16:15 PM",
            "epochMillis": 1444554923000
          },
          "breachTime": {
            "iso8601": "2015-10-11T15:12:23+0700",
            "jira": "2015-10-11T15:12:23.000+0700",
            "friendly": "Today 15:12 PM",
            "epochMillis": 1444551143000
          },
          "breached": true,
          "goalDuration": {
            "millis": 144000000,
            "friendly": "40h 2400m"
          },
          "elapsedTime": {
            "millis": 19380000,
            "friendly": "5h 323m"
          },
          "remainingTime": {
            "millis": 124620000,
            "friendly": "34h 2077m"
          }
        }
      ],
      "ongoingCycle": {
        "startTime": {
          "iso8601": "2015-10-11T19:15:23+0700",
          "jira": "2015-10-11T19:15:23.000+0700",
          "friendly": "Today 19:15 PM",
          "epochMillis": 1444565723000
        },
        "breached": false,
        "paused": false,
        "withinCalendarHours": false,
        "goalDuration": {
          "millis": 144000000,
          "friendly": "40h 2400m"
        },
        "elapsedTime": {
          "millis": 5640000,
          "friendly": "1h 94m"
        },
        "remainingTime": {
          "millis": 138360000,
          "friendly": "38h 2306m"
        }
      }
    }
  ]
}

Get sla information by id

GET /rest/servicedeskapi/request/{issueIdOrKey}/sla/{slaMetricId}

This method returns the details for an SLA on a customer request.

Permissions required: Agent for the Service Desk containing the queried customer request.

Connect app scope required: READ

OAuth scopes required: 
read:jira-work

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request whose SLAs will be retrieved.

slaMetricId Required

integer

The ID or key of the SLAs metric to be retrieved.

Format: int64

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/sla/{slaMetricId}' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the SLA record, on the specified page of the results.

Content typeValue
application/json

SlaInformationDTO

Example response (application/json)

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{
  "name": "Time To First Response",
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/request/101102/sla/10030"
  },
  "completedCycles": [
    {
      "startTime": {
        "iso8601": "2015-10-09T10:45:23+0700",
        "jira": "2015-10-09T10:45:23.000+0700",
        "friendly": "Yesterday 10:45 AM",
        "epochMillis": 1444362323000
      },
      "stopTime": {
        "iso8601": "2015-10-09T10:52:23+0700",
        "jira": "2015-10-09T10:52:23.000+0700",
        "friendly": "Yesterday 10:52 AM",
        "epochMillis": 1444362743000
      },
      "breachTime": {
        "iso8601": "2015-10-09T10:50:23+0700",
        "jira": "2015-10-09T10:50:23.000+0700",
        "friendly": "Yesterday 10:50 AM",
        "epochMillis": 1444362623000
      },
      "breached": false,
      "goalDuration": {
        "millis": 14400000,
        "friendly": "4h 240m"
      },
      "elapsedTime": {
        "millis": 420000,
        "friendly": "0h 7m"
      },
      "remainingTime": {
        "millis": 13980000,
        "friendly": "3h 233m"
      }
    },
    {
      "startTime": {
        "iso8601": "2015-10-10T10:52:23+0700",
        "jira": "2015-10-10T10:52:23.000+0700",
        "friendly": "Today 10:52 AM",
        "epochMillis": 1444449143000
      },
      "stopTime": {
        "iso8601": "2015-10-10T16:15:23+0700",
        "jira": "2015-10-10T16:15:23.000+0700",
        "friendly": "Today 16:15 PM",
        "epochMillis": 1444468523000
      },
      "breachTime": {
        "iso8601": "2015-10-10T15:12:23+0700",
        "jira": "2015-10-10T15:12:23.000+0700",
        "friendly": "Today 15:12 PM",
        "epochMillis": 1444464743000
      },
      "breached": true,
      "goalDuration": {
        "millis": 14400000,
        "friendly": "4h 240m"
      },
      "elapsedTime": {
        "millis": 19380000,
        "friendly": "5h 323m"
      },
      "remainingTime": {
        "millis": -4980000,
        "friendly": "-1h -83m"
      }
    }
  ],
  "ongoingCycle": {
    "startTime": {
      "iso8601": "2015-10-10T19:15:23+0700",
      "jira": "2015-10-10T19:15:23.000+0700",
      "friendly": "Today 19:15 PM",
      "epochMillis": 1444479323000
    },
    "breached": false,
    "paused": false,
    "withinCalendarHours": false,
    "goalDuration": {
      "millis": 14400000,
      "friendly": "4h 240m"
    },
    "elapsedTime": {
      "millis": 5640000,
      "friendly": "1h 94m"
    },
    "remainingTime": {
      "millis": 8760000,
      "friendly": "2h 146m"
    }
  }
}

Get customer request status

GET /rest/servicedeskapi/request/{issueIdOrKey}/status

This method returns a list of all the statuses a customer Request has achieved. A status represents the state of an issue in its workflow. An issue can have one active status only. The list returns the status history in chronological order, most recent (current) status first.

Permissions required: Permission to view the customer request.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request to be retrieved.

Query parameters
start

integer

The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of items to return per page. Default: 50. See the Pagination section for more details.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/status' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the customer request's status history, on the specified page of the results.

Content typeValue
application/json

PagedDTOCustomerRequestStatusDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 3,
  "start": 3,
  "limit": 3,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1/status?start=6&limit=3",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1/status?start=0&limit=3"
  },
  "values": [
    {
      "status": "Waiting for Customer",
      "statusDate": {
        "iso8601": "2015-10-08T14:05:00+0700",
        "jira": "2015-10-08T14:05:00.000+0700",
        "friendly": "Today 14:05 PM",
        "epochMillis": 1444287900000
      }
    },
    {
      "status": "Waiting for Support",
      "statusDate": {
        "iso8601": "2015-10-08T14:01:00+0700",
        "jira": "2015-10-08T14:01:00.000+0700",
        "friendly": "Today 14:01 PM",
        "epochMillis": 1444287660000
      }
    },
    {
      "status": "Waiting for Customer",
      "statusDate": {
        "iso8601": "2015-10-08T14:00:00+0700",
        "jira": "2015-10-08T14:00:00.000+0700",
        "friendly": "Today 14:00 PM",
        "epochMillis": 1444287600000
      }
    }
  ]
}

Get customer transitions

GET /rest/servicedeskapi/request/{issueIdOrKey}/transition

This method returns a list of transitions, the workflow processes that moves a customer request from one status to another, that the user can perform on a request. Use this method to provide a user with a list if the actions they can take on a customer request.

Permissions required: Permission to view the customer request.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

The ID or key of the customer request whose transitions will be retrieved.

Query parameters
start

integer

The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Format: int32
limit

integer

The maximum number of items to return per page. Default: 100. See the Pagination section for more details.

Format: int32

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/transition' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the transitions available to the user on the customer request.

Content typeValue
application/json

PagedDTOCustomerTransitionDTO

Example response (application/json)

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{
  "_expands": [],
  "size": 2,
  "start": 2,
  "limit": 2,
  "isLastPage": false,
  "_links": {
    "base": "https://your-domain.atlassian.net/rest/servicedeskapi",
    "context": "context",
    "next": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1/transition?start=4&limit=2",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/request/1/transition?start=0&limit=2"
  },
  "values": [
    {
      "id": "1",
      "name": "Close Request"
    },
    {
      "id": "2",
      "name": "Escalate Request"
    }
  ]
}

Perform customer transition

POST /rest/servicedeskapi/request/{issueIdOrKey}/transition

This method performs a customer transition for a given request and transition. An optional comment can be included to provide a reason for the transition.

Permissions required: The user must be able to view the request and have the Transition Issues permission. If a comment is passed the user must have the Add Comments permission.

Connect app scope required: WRITE

OAuth scopes required: 
write:servicedesk-request

Request

Path parameters
issueIdOrKey Required

string

ID or key of the issue to transition

Body parameters
id

string

ID of the transition to be performed.

additionalComment

AdditionalCommentDTO

Comment explaining the reason for the transition.

Example

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curl --request POST \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/transition' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Content-Type: application/json' \
  --data '{
  "id": "1",
  "additionalComment": {
    "body": "I have fixed the problem."
  }
}'

Responses

Returned if the request is transitioned.

Get feedback

Experimental

GET /rest/servicedeskapi/request/{requestIdOrKey}/feedback

This method retrieves a feedback of a request using it's requestKey or requestId

Permissions required: User has view request permissions.

Connect app scope required: READ

OAuth scopes required: 
read:servicedesk-request

Request

Path parameters
requestIdOrKey Required

string

The id or the key of the request to post the feedback on

Example

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curl --request GET \
  --url 'https://your-domain.atlassian.net/rest/servicedeskapi/request/{requestIdOrKey}/feedback' \
  --header 'Authorization: Bearer <access_token>' \
  --header 'Accept: application/json'

Responses

Returns the comment.

Content typeValue
application/json

CSATFeedbackFullDTO

Example response (application/json)

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{
  "type": "csat",
  "rating": 4,
  "comment": {
    "body": "Great work!"
  }
}

Post feedback