Jira tools and extension tools setup

Use Jira tools to let Glean Assistant and agents create, search, and update Jira and Jira Service Management items without leaving Glean.

With this setup, you can:

• Enable the Jira Tools or Jira Extension Tools for a connector instance.
• Configure the supported authentication method for the tool you are using.
• Decide which agents and surfaces can use these tools.

important

Glean tools respect native Jira permissions. Ensure each teammate's Jira account grants the API access required for the tools you expose.

Glean offers two Jira tool sets. Enable the one that matches your deployment and formatting needs:

• Jira Tools: core tools for Jira and Jira Service Management like Create Jira Service Management Request, Jira Search, Create Jira Comment, and Create Jira Issue. Works on Jira Cloud, Server, and Data Center using plain text.
• Jira Extension Tools (Beta): a broader set of tools like including Get issue, Edit issue, Get transitions, Get project, Get fields, and Add comment with rich text (Atlassian Document Format) and native @mention support. Jira Cloud only.

tip

For the most consistent user experience, use only one Jira action pack per Jira datasource. Only enable both if you are actively migrating or strictly require unique capabilities from each pack. For more information, see Jira tools: Extension or legacy?.

Prerequisites

Before enabling Jira tools:

• The Jira connector must be configured and successfully crawling content.
• You must be able to access the Glean Admin Console.
• A Jira (Atlassian) site admin can authorize the OAuth app for your Atlassian site.

note

You do not need to create a custom Atlassian OAuth app if you use Central authentication. A custom app is required only when you set up Custom authentication.

Setup instructions

1. In Glean, go to Admin Console → Platform → Tools.
2. Click Add.
3. From Add pre-set tools, select Jira Tools or Jira Extension Tools under Tool templates.
4. In the Configuration tab:
   1. Add the Instance Name.
   2. Select the connected Connector Instance to link this tool to your Jira instance. If you manage multiple Jira sites, create a separate tool instance per site and name them clearly, for example, Jira Tools — Engineering, Jira Tools — Support so each binds to its own connector instance.
   3. Configure authentication using the tabs below, based on your requirements.

Configure authentication

Both Jira Tools and Jira Extension Tools support Central and Custom authentication.

Central authentication (Recommended)

Use this option if central apps are available for Jira in your Glean environment.

1. Select Central under the Authenticate section.
2. Click Save.
3. Click Edit settings under the Enable Tools section to make tools visible for all or some users within Glean and agents.

note

End users are prompted to connect their Jira account the first time they run a tool, and tokens are managed centrally afterward.

Custom authentication

Use this option if you require a customer-owned Atlassian OAuth app.

Step 1: Create a new OAuth 2.0 app

1. Go to the Atlassian Developer Console and create a new app of type OAuth 2.0 integration.
2. Follow the prompts to name the app and add a description and logo. Indicate that Glean will access this data, for example, Glean Jira app.

Step 2: Set permissions

1. Go to the Permissions tab and click Add next to Jira API.
2. Add the scopes that Glean lists in the Scopes field on the tool's Configuration page. Glean pre-fills the required scopes for the tool set you selected, and shows a reminder to add the highlighted scopes to the OAuth app to enable all the actions.
   • Jira Tools use Jira platform and Jira Service Management scopes, for example, read:jira-user, write:jira-work, read:servicedesk-request, write:servicedesk-request.
   • Jira Extension Tools use a broader set of granular Jira scopes, for example, read:jira-user, read:user:jira, read:group:jira, read:application-role:jira.

Step 3: Update distribution settings

1. Go to the Distribution tab and click Edit.
2. Set the Distribution Status to Sharing.
3. Add a privacy policy URL. You can use https://www.glean.com/privacy-policy.
4. Click Save changes.

Step 4: Enter credentials in Glean and generate the callback URL

1. In Glean, on the tool's Configuration page, select Custom under the Authenticate section.
2. Glean pre-fills the Authorization URL (https://auth.atlassian.com/authorize?audience=api.atlassian.net&prompt=consent) and Token URL (https://auth.atlassian.com/oauth/token). Leave these as the defaults.
3. From the Settings tab of your Atlassian app, copy the Client ID and Client Secret into the matching fields in Glean.
4. Click Save. Glean generates a Callback URL at the bottom of the Authenticate section. Copy it.

Step 5: Add the callback URL to your OAuth app

1. In the Atlassian Developer Console, go to the Authorization tab of your app.
2. Paste the Callback URL from Glean.
3. Save your OAuth app.

Step 6: Enable the tools

Click Edit settings under the Enable Tools section to make tools visible for all or some users within Glean Chat and Agents.

Important

The first time Jira tools are used at your organization, a Jira site admin must authorize the OAuth app for your Atlassian site. Until this is done, other teammates see authorization errors when they click Connect. For more details, see Troubleshooting tools authentication.

note

The Create Jira Service Management Request tool auto-populates only the Service Desk, Request Type, Summary, and Description fields. The fields an LLM can reliably fill from the query of a user. Users complete any other required fields before submitting. Glean selects the Service Desk and Request Type by matching the query of the user against the request type descriptions in Jira Service Management, so clear descriptions in JSM improve mapping accuracy. This tool creates tickets in Jira Service Management on Jira Cloud only.

See also

• Decide which Jira tool set fits your deployment: Jira tools: Extension or legacy?
• Full list of available Jira tools and their references: Jira tools
• Publish an agent that uses Jira tools to Slack: Publishing to Slack
• Troubleshoot authentication: Troubleshooting tools authentication
• How the review flow works for write tools: Human-in-the-loop experience for tools