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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.

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Usage Instructions

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Set Up in Agent Builder

This step is needed only once per action pack.
  1. In the Agent Builder, select the Jira action by navigating to Select Step > Actions > By datasource > [your action pack name].
  2. Authenticate Jira by clicking Connect.
  3. On Atlassian’s authorization page, select the instance that matches the datasource instance set previously in the Admin Console and click Accept.
  4. 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.
  5. Use and test the action with queries such as “Issues assigned to me” or “assignee = currentUser()”.

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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?”

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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:jira and 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.

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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.