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Jira Service Management

Where the agent's view and the requester's view come apart.

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What this covers

Most of this is about Assets, and about the fact that the parts you need are not in the public API documentation. Uploading an attachment to an asset. Ingesting users from Microsoft Graph into Assets on a schedule. Both were worked out by watching what the product does and then checking it holds.

The rest is customer identity and the portal: what actually clears a duplicate customer once somebody has changed their email address, and an honest assessment of Refined Sites written after running it on a real service desk.

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Everything on this topic

Articles

ArticleJiraJira Service Management

One person, two JSM customer accounts: what actually clears the duplicate after an email change

A customer changes email domain and starts appearing twice in the reporter picker. Removing them from the project provably cannot fix it, the query that finds their tickets stays silent when it fails, and the reassign that clears them reports the wrong reason for refusing.

Aug 15, 202611 min read

ArticleJira Service Management

Refined Sites for Jira Service Management: The Honest Assessment

JSM's native portal is functional enough for agents — but for the people filing requests, it's a friction-first experience that drives tickets up, not down. Refined Sites fixes the part your requesters actually see. Here's what you gain, what stays broken, and when the investment earns its keep.

Mar 31, 202611 min read

TutorialJiraJira Service Management

Microsoft Graph to Jira Assets User Ingestion

This comprehensive guide demonstrates how to build a robust user ingestion system that transfers users from Microsoft Graph API (Azure Entra ID) to Jira Service Management Cloud Assets. The solution handles complex scenarios without complete public API documentation by implementing custom logic for object reference attributes, user type attributes, and sophisticated error handling mechanisms.

Feb 1, 202630 min read

TutorialJira Service Management

Uploading Attachments to Jira Service Management Cloud Assets Without Public API Documentation

Jira Service Management Cloud has no public API documentation for uploading attachments to Assets objects. This guide explains the three-step process I discovered through reverse-engineering the API, showing how to get upload credentials, upload files to the media service, and link them to Assets objects.

Jan 30, 20265 min read