By Datasource
Jira Actions
The Jira action pack contains the following actions:
- Search Jira with JQL
- Add a comment on a JSM ticket
- Create a request in Jira Service Management
Search Jira with JQL
Key Features
The Search Jira with JQL action in Glean enables users to perform Jira searches using natural language, which is automatically converted to JQL and executed, returning Jira ticket data in a tabular format. This feature focuses on structured querying, automation, and making Jira ticket data easily accessible for further analysis and reporting. It can search through tickets in both Jira and Jira Service Management.
- Natural Language to JQL Conversion and Execution: Allows users to ask questions in plain English, which are then translated into Jira Query Language (JQL). Fetches Jira issues matching the generated JQL and returns them as structured data.
- JQL Execution: Allows users to paste JQL and fetch matching Jira issues as JSON, display them in chat, or use them in an agent’s future steps.
- Follow-up Actions: Supports follow-up queries about specific issues, linking related Slack threads or Google Docs.
- Best Used With Agents: Designed for use within Glean-provided agents for the best quality and formatting of results.
- Result Download: Users can download raw Jira search results as files for larger datasets from the link provided in intermediate steps, as well as link to the Jira issues page.
Usage Instructions
Set Up in Agent Builder
This step is needed only once per action pack.
- In the Agent Builder, select the Jira action by navigating to Select Step > Actions > By datasource > [your action pack name].
- Authenticate Jira by clicking Connect.
- On Atlassian’s authorization page, select the instance that matches the datasource instance set previously in the Admin Console and click Accept.
- Configure the service desks that are applicable for this instance of the action. Provide instructions such as:
- “‘IT Support’ project is used for access requests, hardware issues, or general IT inquiries. ‘Customer Support’ project is used for issues reported by customers. If there is no clear match, use ‘IT Support’ as a fallback.”
- “‘Request software access’ request type is used for any request for new software. ‘Request admin access’ is used when a request specifically calls out admin permissions. ‘Hardware issue’ is for laptops, phones, monitors, or any other hardware device issues. If there is no clear match, use ‘IT Support’ as a fallback.”
- The more specific the instructions, the better Glean will be able to suggest the right service desk and request type when creating a request.
- Use and test the action with queries such as “Issues assigned to me” or “assignee = currentUser()”.
Examples
- Ticket Monitoring: “Show me tickets assigned to me created in the last 30 days, grouped by priority and shown as a table.”
- Work Queue Review: “What open issues do I have assigned to me?”
- Priority Management: “Do I have any open highest-priority Jira tickets assigned to me, created in the last 30 days?”
- Component Analysis: “Which components had the most issues last week?”
- User Audit: “Which user had the most tickets assigned last week?”
Best Practices and Troubleshooting
- If the Jira action pack is missing in the Agent Builder, check whether the initial admin setup for Jira was completed by the admin.
- To enhance your JQL query, run it directly in the Jira instance (Filters > Search work items) to verify the search results.
- Search on app.glean.com with
app:jiraand click All filters to understand facets available to use in the Jira search action (e.g., Updated, From, Type, Assignee, etc.). - Note that every user needs to connect their account to Jira before running the agent.
Known Limitations
- Only supports up to 500 results per search.
- JQL query size is limited to 2000 characters.
- Limited to one Jira Cloud instance per customer.
- Doesn’t support aggregations or combining with other structured data natively.
- Can only return a list of issues, not aggregate data.
Create a Jira Comment
Key Features
The Create a Jira Comment action in Glean enables users to add comments directly to Jira issues from within Glean workflows or conversations. This feature streamlines collaboration and communication by allowing users to provide additional context, document updates, or share insights for Jira tickets without having to navigate away from their current workspace. It supports integration with both Jira Software and Jira Service Management projects, promoting traceability and faster feedback cycles. The comment will be visible to those who have access to the tickets.
Examples
- Status Update: “Add a comment to ticket ENG-456 saying, ‘Investigation is complete. Pending review from QA.’”
- Incident Documentation: “Post: ‘Root cause identified as database configuration drift. Applying fix now.’ to ticket INCIDENT-101.”
- Cross-system Reference: “Attach meeting notes from today’s Google Doc as a comment to JIRA-789.”
- Follow-up Questions: “Comment on TICKET-303: ‘Can the deadline be extended to next week?’”
- Stakeholder Communication: “Add ‘This issue is being addressed by the infra team. ETA Friday.’ as a comment to IT-1122.”
Best Practices and Troubleshooting
- Clarify which Jira ticket a comment should be added to by searching for the ticket in the previous step or directly providing a ticket number or ticket link.
- When using a ticket link, ensure the ticket is in the correct format for Glean to read the contents (e.g.,
https://yourinstance.atlassian.net/browse/[ticketnumber]). - Type the ticket link in app.glean.com Glean search to test whether Glean has access to the ticket.
- Note that every user needs to connect their account to Jira before running the agent.
Jira Service Management - Create Request
Key Features
The Create Request action in Glean enables users to submit new requests directly to Jira Service Management (JSM) from within Glean. This feature streamlines service desk operations by automatically suggesting the right request type in the service desk based on the user query. It supports integration with different JSM request types and required fields, promoting faster issue reporting, improved traceability, and enhanced user experience.
- Submit Requests via Natural Language: Allows users to state their request in plain English, which Glean converts into the appropriate request type and fields for Jira Service Management.
- Structured Field Support: Users can fill in required or custom fields (e.g., category, priority, description, attachments, assignees, etc.) as prompted by the JSM project configuration.
- Best Used With Agents: Optimized for use within Glean agents, enabling embedded ticket creation as part of automated support or service workflows.
Examples
- Incident Reporting: “Create an IT incident request stating ‘Cannot access VPN since this morning’ and set urgency to high.”
- Access Request: “Submit an access request to add me to the engineering GitHub repo.”
- Service Desk Issue: “Log a facilities request: ‘Monitor in meeting room 3 is not working.’”
- Onboarding: “Open an onboarding request for new hire Jane Doe in the Boston office.”
- Attachment Submission: “Create a helpdesk ticket for ‘laptop overheating’ and attach the diagnostic report from today’s Google Doc.”
Best Practices and Troubleshooting
- Provide descriptions on which service desk and request type should be used in the instructions to help Glean suggest the right one.
- Unless multiple service desks absolutely need to be supported in a single action, try separating into multiple actions and use branching to divide the workflow.
- Note that every user needs to connect their account to Jira before running the agent.
Known Limitations
- Glean may not be able to choose the right request type if there isn’t sufficient information provided or if there are too many service desks and request types to choose from.
- Glean can populate only service desk, request type, summary, and description fields.
- This help article is based on general JSM and Glean action standards. Specific field prompts and supported request types may vary based on project configuration.