Class ServicedeskService

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk

Hierarchy

CommonHttpService
- ServicedeskService

Constructors

constructor

new ServicedeskService(getClientInstance): ServicedeskService
Internal
Create a new instance of the service.
Parameters
- getClientInstance: (() => CommonHttpClient)
  - - (): CommonHttpClient
    - Returns CommonHttpClient
Returns ServicedeskService
Inherited from CommonHttpService.constructor

Methods

addCustomers

addCustomers(params): Promise<void>
Adds one or more customers to a service desk. If any of the passed customers are associated with the service desk, no changes will be made for those customers and the resource returns a 204 success code.

Permissions required: Service desk administrator
Parameters
- params: {
  serviceDeskCustomerDto: ServiceDeskCustomerDto;
  serviceDeskId: string;
  }
  - serviceDeskCustomerDto: ServiceDeskCustomerDto
    Example
  - serviceDeskId: string
    The ID of the service desk the customer list should be returned from. This can alternatively be a project identifier.
Returns Promise<void>
Path
POST /rest/servicedeskapi/servicedesk/{serviceDeskId}/customer @scopes-current manage:servicedesk-customer @scopes-beta read:servicedesk.customer:jira-service-management, write:servicedesk.customer:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-customer-post

attachTemporaryFile

attachTemporaryFile(params): Promise<unknown>
This method adds one or more temporary attachments to a service desk, which can then be permanently attached to a customer request using servicedeskapi/request/{issueIdOrKey}/attachment.

Note: It is possible for a service desk administrator to turn off the ability to add attachments to a service desk.

This method expects a multipart request. The media-type multipart/form-data is defined in RFC 1867. Most client libraries have classes that make dealing with multipart posts simple. For instance, in Java the Apache HTTP Components library provides MultiPartEntity.

Because this method accepts multipart/form-data, it has XSRF protection on it. This means you must submit a header of X-Atlassian-Token: no-check with the request or it will be blocked.

The name of the multipart/form-data parameter that contains the attachments must be file.

For example, to upload a file called myfile.txt in the Service Desk with ID 10001 use
```
curl -D- -u customer:customer -X POST -H "X-ExperimentalApi: opt-in" -H
"X-Atlassian-Token: no-check" -F "file=@myfile.txt"
https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/10001/attachTemporaryFile
```
Permissions required: Permission to add attachments in this Service Desk.
Parameters
- params: {
  multipartFiles: MultipartFile[];
  serviceDeskId: string;
  }
  - multipartFiles: MultipartFile[]
  - serviceDeskId: string
    The ID of the Service Desk to which the file will be attached. This can alternatively be a project identifier.
Returns Promise<unknown>
Returns if the file(s) were attached.

example:
```
{
  "temporaryAttachments": [
    {
      "temporaryAttachmentId": "temp8186986881700442965",
      "fileName": "atlassian.png"
    },
    {
      "temporaryAttachmentId": "temp589064256337898328",
      "fileName": "readme.txt"
    }
  ]
}
```
Path
POST /rest/servicedeskapi/servicedesk/{serviceDeskId}/attachTemporaryFile @scopes-current write:servicedesk-request @scopes-beta read:request.attachment:jira-service-management, write:request.attachment:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-attachtemporaryfile-post

checkRequestTypePermissions

checkRequestTypePermissions(params): Promise<RequestTypePermissionCheckResponse>
Returns:
- a list of request type IDs where the given user has permission to administer.
- a list of request type IDs where the given user has permission to submit the request.
If no account ID is provided, the operation returns details for the logged in user.

Note that:
- invalid request type IDs are ignored.
- a maximum of 50 request types can be checked.
Permissions required:
- Administer Jira or Project Administrator to check the permissions for other users.
However, Connect apps can make a call from the app server to the product to obtain permission details for any user, without admin permission. This Connect app ability doesn't apply to calls made using AP.request() in a browser.
Parameters
- params: {
  requestTypePermissionCheckRequestDto: RequestTypePermissionCheckRequestDto;
  serviceDeskId: string;
  }
  - requestTypePermissionCheckRequestDto: RequestTypePermissionCheckRequestDto
    Details of the permissions to check.
  - serviceDeskId: string
Returns Promise<RequestTypePermissionCheckResponse>
Returned if the request is successful.

Path
POST /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/permissions/check @scopes-current read:servicedesk-request @scopes-beta read:requesttype:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-permissions-check-post

createRequestType

createRequestType(params): Promise<RequestTypeDto>
This method enables a customer request type to be added to a service desk based on an issue type. Note that not all customer request type fields can be specified in the request and these fields are given the following default values:
- Request type icon is given the headset icon.
- Request type groups is left empty, which means this customer request type will not be visible on the customer portal.
- Request type status mapping is left empty, so the request type has no custom status mapping but inherits the status map from the issue type upon which it is based.
- Request type field mapping is set to show the required fields as specified by the issue type used to create the customer request type.
These fields can be updated by a service desk administrator using the Request types option in Project settings. Request Types are created in next-gen projects by creating Issue Types. Please use the Jira Cloud Platform Create issue type endpoint instead.

Permissions required: Service desk's administrator
Parameters
- params: {
  requestTypeCreateDto: RequestTypeCreateDto;
  serviceDeskId: string;
  }
  - requestTypeCreateDto: RequestTypeCreateDto
    Example
  - serviceDeskId: string
    The ID of the service desk where the customer request type is to be created. This can alternatively be a project identifier.
Returns Promise<RequestTypeDto>
Returns the customer request type created.

example:
```
{
  "_expands": [],
  "id": "11001",
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001"
  },
  "name": "Get IT Help",
  "description": "Get IT Help",
  "helpText": "Please tell us clearly the problem you have within 100 words.",
  "issueTypeId": "12345",
  "serviceDeskId": "28",
  "portalId": "2",
  "groupIds": [
    "12"
  ],
  "icon": {
    "id": "12345",
    "_links": {
      "iconUrls": {
        "48x48": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=large",
        "24x24": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=small",
        "16x16": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=xsmall",
        "32x32": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=medium"
      }
    }
  }
}
```
Path
POST /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-post

deleteProperty

deleteProperty(params): Promise<void>
Removes a property from a request type.

Properties for a Request Type in next-gen are stored as Issue Type properties and therefore can also be deleted by calling the Jira Cloud Platform Delete issue type property endpoint.

Permissions required: Jira project administrator with a Jira Service Management agent license.
Parameters
- params: {
      propertyKey: string;
      requestTypeId: number;
      serviceDeskId: string;
  }
  - propertyKey: string
    The key of the property to remove.
  - requestTypeId: number
    The ID of the request type for which the property will be removed.
  - serviceDeskId: string
    The ID of the service desk which contains the request type. This can alternatively be a project identifier.
Returns Promise<void>
Path
DELETE /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/property/{propertyKey} @scopes-current manage:jira-project @scopes-beta read:requesttype.property:jira-service-management, delete:requesttype.property:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-requesttypeid-property-propertykey-delete

deleteRequestType

deleteRequestType(params): Promise<void>
This method deletes a customer request type from a service desk, and removes it from all customer requests. This only supports classic projects.

Permissions required: Service desk administrator.
Parameters
- params: {
  requestTypeId: number;
  serviceDeskId: string;
  }
  - requestTypeId: number
    The ID of the request type.
  - serviceDeskId: string
    The ID or project identifier of the service desk.
Returns Promise<void>
Path
DELETE /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-requesttypeid-delete

getArticles

getArticles(params): Promise<PagedDtoArticleDto>

Returns articles which match the given query and belong to the knowledge base linked to the service desk.

Permissions required: Permission to access the service desk.

Parameters

params: {
    cursor?: string;
    highlight?: boolean;
    limit?: number;
    prev?: boolean;
    query: string;
    serviceDeskId: string;
    start?: number;
}
- Optionalcursor?: string
  Pointer to a set of search results, returned as part of the next or prev URL from the previous search call.
- Optionalhighlight?: boolean
  If set to true matching query term in the title and excerpt will be highlighted using the @@@hl@@@term@@@endhl@@@ syntax. Default: false.
- Optionallimit?: number
  The maximum number of items to return per page. Default: 50. See the section for more details.
- Optionalprev?: boolean
  Should navigate to the previous page. Defaulted to false. Set to true as part of prev URL from the previous search call.
- query: string
  The string used to filter the articles (required).
- serviceDeskId: string
- Optionalstart?: number
  (Deprecated) The starting index of the returned objects. Base index: 0.

Returns Promise<PagedDtoArticleDto>

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

example:

{
  "_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/servicedesk/%7BserviceDeskId%7D/knowledgebase/article?start=4&limit=2",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/%7BserviceDeskId%7D/knowledgebase/article?start=0&limit=2"
  },
  "values": [
    {
      "title": "Stolen computer",
      "excerpt": "assuming your computer was stolen",
      "source": {
        "type": "confluence",
        "pageId": "8786177",
        "spaceKey": "IT"
      },
      "content": {
        "iframeSrc": "https://your-domain.atlassian.net/rest/servicedeskapi/knowledgebase/article/view/8786177"
      }
    },
    {
      "title": "Upgrading computer",
      "excerpt": "each computer older then 3 years can be upgraded",
      "source": {
        "type": "confluence",
        "pageId": "8785228",
        "spaceKey": "IT"
      },
      "content": {
        "iframeSrc": "https://your-domain.atlassian.net/rest/servicedeskapi/knowledgebase/article/view/8785228"
      }
    }
  ]
}

Path

GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/knowledgebase/article

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-knowledgebase-article-get

getCustomers

getCustomers(params): Promise<PagedDtoUserDto>

This method returns a list of the customers on a service desk.

The returned list of customers can be filtered using the query parameter. The parameter is matched against customers' displayName, name, or email. For example, searching for "John", "Jo", "Smi", or "Smith" will match a user with display name "John Smith".

Permissions required: Permission to view this Service Desk's customers.

Parameters

params: {
    limit?: number;
    query?: string;
    serviceDeskId: string;
    start?: number;
}
- Optionallimit?: number
  The maximum number of users to return per page. Default: 50. See the Pagination section for more details.
- Optionalquery?: string
  The string used to filter the customer list.
- serviceDeskId: string
  The ID of the service desk the customer list should be returned from. This can alternatively be a project identifier.
- Optionalstart?: number
  The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Returns Promise<PagedDtoUserDto>

Returns the service desk's customer list.

example:

{
  "_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/servicedesk/1/customer?start=2&limit=1",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/1/customer?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": {
          "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%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",
          "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue",
          "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue"
        },
        "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
      }
    }
  ]
}

Path

GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/customer @scopes-current manage:servicedesk-customer @scopes-beta read:servicedesk.customer:jira-service-management, read:user:jira

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-customer-get

getIssuesInQueue

getIssuesInQueue(params): Promise<PagedDtoIssueBean>

This method returns the customer requests in a queue. Only fields that the queue is configured to show are returned. For example, if a queue is configured to show description and due date, then only those two fields are returned for each customer request in the queue.

Permissions required: Service desk's agent.

Parameters

params: {
    limit?: number;
    queueId: number;
    serviceDeskId: string;
    start?: number;
}
- Optionallimit?: number
  The maximum number of items to return per page. Default: 50. See the Pagination section for more details.
- queueId: number
  The ID of the queue whose customer requests will be returned.
- serviceDeskId: string
  The ID of the service desk containing the queue to be queried. This can alternatively be a project identifier.
- Optionalstart?: number
  The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Returns Promise<PagedDtoIssueBean>

Returns the customer requests belonging to the queue, on the specified page of the results.

example:

{
  "_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/servicedesk/1/queue/10/issue?start=2&limit=1",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/10/issue?start=0&limit=1"
  },
  "values": [
    {
      "fields": {
        "summary": "My keyboard is broken",
        "issuetype": {
          "avatarId": 10002,
          "description": "For general IT problems and questions. Created by Jira Service Management.",
          "iconUrl": "https://your-domain.atlassian.net/servicedesk/issue-type-icons?icon=it-help",
          "id": "13",
          "name": "IT Help",
          "self": "https://your-domain.atlassian.net/rest/api/2/issuetype/13",
          "subtask": false
        },
        "duedate": "2015-11-11T14:17:13.000+0700",
        "created": "2015-11-09T14:17:13.000+0700",
        "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": {
              "16x16": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=16&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D16%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",
              "32x32": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=32&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D32%26noRedirect%3Dtrue",
              "48x48": "https://avatar-cdn.atlassian.com/9bc3b5bcb0db050c6d7660b28a5b86c9?s=48&d=https%3A%2F%2Fsecure.gravatar.com%2Favatar%2F9bc3b5bcb0db050c6d7660b28a5b86c9%3Fd%3Dmm%26s%3D48%26noRedirect%3Dtrue"
            },
            "self": "https://your-domain.atlassian.net/rest/api/2/user?username=qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d3581db05e2a66fa80b"
          }
        }
      },
      "id": "10001",
      "key": "SD-1",
      "self": "https://your-domain.atlassian.net/rest/servicedeskapi/rest/api/2/issue/10001"
    }
  ]
}

Path

GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/queue/{queueId}/issue @scopes-current read:jira-work @scopes-beta read:queue:jira-service-management, read:user:jira, read:issue:jira

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-queue-queueid-issue-get

getPropertiesKeys

getPropertiesKeys(params): Promise<PropertyKeys>
Returns the keys of all properties for a request type.

Properties for a Request Type in next-gen are stored as Issue Type properties and therefore the keys of all properties for a request type are also available by calling the Jira Cloud Platform Get issue type property keys endpoint.

Permissions required: The user must have permission to view the request type.
Parameters
- params: {
  requestTypeId: number;
  serviceDeskId: string;
  }
  - requestTypeId: number
    The ID of the request type for which keys will be retrieved.
  - serviceDeskId: string
    The ID of the service desk which contains the request type. This can alternatively be a project identifier.
Returns Promise<PropertyKeys>
Returned if the request type was found.

example:
```
{
  "entityPropertyKeyBeans": [
    {
      "key": "requestType.attributes",
      "self": "/rest/servicedeskapi/servicedesk/1/requestType/2/property/propertyKey"
    }
  ]
}
```
Path
GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/property @scopes-current read:servicedesk-request @scopes-beta read:requesttype.property:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-requesttypeid-property-get

getProperty

getProperty(params): Promise<EntityProperty>
Returns the value of the property from a request type.

Properties for a Request Type in next-gen are stored as Issue Type properties and therefore also available by calling the Jira Cloud Platform Get issue type property endpoint.

Permissions required: User must have permission to view the request type.
Parameters
- params: {
      propertyKey: string;
      requestTypeId: number;
      serviceDeskId: string;
  }
  - propertyKey: string
    The key of the property to return.
  - requestTypeId: number
    The ID of the request type from which the property will be retrieved.
  - serviceDeskId: string
    The ID of the service desk which contains the request type. This can alternatively be a project identifier.
Returns Promise<EntityProperty>
Returned if the request type property was returned.

example:
```
{
  "key": "organization.attributes",
  "value": {
    "color": "green",
    "priority": "high"
  }
}
```
Path
GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/property/{propertyKey} @scopes-current read:servicedesk-request @scopes-beta read:requesttype.property:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-requesttypeid-property-propertykey-get

getQueue

getQueue(params): Promise<QueueDto>
This method returns a specific queues in a service desk. To include a customer request count for the queue (in the issueCount field) in the response, set the query parameter includeCount to true (its default is false).

Permissions required: service desk's Agent.
Parameters
- params: {
      includeCount?: boolean;
      queueId: number;
      serviceDeskId: string;
  }
  - OptionalincludeCount?: boolean
    Specifies whether to include each queue's customer request (issue) count in the response.
  - queueId: number
    ID of the required queue.
  - serviceDeskId: string
    ID of the service desk whose queues will be returned. This can alternatively be a project identifier.
Returns Promise<QueueDto>
Returns the specific queue of the service desk.

example:
```
{
  "id": "20",
  "name": "Assigned to me",
  "jql": "project = SD AND assignee = currentUser() AND resolution = Unresolved ORDER BY \"Time to resolution\" ASC",
  "fields": [
    "issuetype",
    "issuekey",
    "summary",
    "created",
    "reporter",
    "duedate"
  ],
  "issueCount": 10,
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/20"
  }
}
```
Path
GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/queue/{queueId} @scopes-current read:jira-work @scopes-beta read:queue:jira-service-management, read:user:jira, read:jql:jira

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-queue-queueid-get

getQueues

getQueues(params): Promise<PagedDtoQueueDto>

This method returns the queues in a service desk. To include a customer request count for each queue (in the issueCount field) in the response, set the query parameter includeCount to true (its default is false).

Permissions required: service desk's Agent.

Parameters

params: {
    includeCount?: boolean;
    limit?: number;
    serviceDeskId: string;
    start?: number;
}
- OptionalincludeCount?: boolean
  Specifies whether to include each queue's customer request (issue) count in the response.
- Optionallimit?: number
  The maximum number of items to return per page. Default: 50. See the Pagination section for more details.
- serviceDeskId: string
  ID of the service desk whose queues will be returned. This can alternatively be a project identifier.
- Optionalstart?: number
  The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Returns Promise<PagedDtoQueueDto>

Returns the queues of the service desk, on the specified page of the results.

example:

{
  "_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/servicedesk/1/queue?start=4&limit=2",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/1/queue?start=0&limit=2"
  },
  "values": [
    {
      "id": "10",
      "name": "Unassigned issues",
      "jql": "project = SD AND assignee is EMPTY AND resolution = Unresolved ORDER BY \"Time to resolution\" ASC",
      "fields": [
        "issuetype",
        "issuekey",
        "summary",
        "created",
        "reporter",
        "duedate"
      ],
      "issueCount": 10,
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/10"
      }
    },
    {
      "id": "20",
      "name": "Assigned to me",
      "jql": "project = SD AND assignee = currentUser() AND resolution = Unresolved ORDER BY \"Time to resolution\" ASC",
      "fields": [
        "issuetype",
        "issuekey",
        "summary",
        "created",
        "reporter",
        "duedate"
      ],
      "issueCount": 10,
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/20"
      }
    }
  ]
}

Path

GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/queue @scopes-current read:jira-work @scopes-beta read:queue:jira-service-management, read:user:jira, read:jql:jira

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-queue-get

getRequestTypeById

getRequestTypeById(params): Promise<RequestTypeDto>

This method returns a customer request type from a service desk.

This operation can be accessed anonymously.

Permissions required: Permission to access the service desk.

Parameters

params: {
    expand?: string[];
    requestTypeId: string;
    serviceDeskId: string;
}
- Optionalexpand?: string[]
- requestTypeId: string
  The ID of the customer request type to be returned.
- serviceDeskId: string
  The ID of the service desk whose customer request type is to be returned. This can alternatively be a project identifier.

Returns Promise<RequestTypeDto>

Returns the customer request type item.

example:

{
  "_expands": [],
  "id": "11001",
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001"
  },
  "name": "Get IT Help",
  "description": "Get IT Help",
  "helpText": "Please tell us clearly the problem you have within 100 words.",
  "issueTypeId": "12345",
  "serviceDeskId": "28",
  "portalId": "2",
  "groupIds": [
    "12"
  ],
  "icon": {
    "id": "12345",
    "_links": {
      "iconUrls": {
        "48x48": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=large",
        "24x24": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=small",
        "16x16": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=xsmall",
        "32x32": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=medium"
      }
    }
  }
}

Path

GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId} @scopes-current read:servicedesk-request @scopes-beta read:requesttype:jira-service-management

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-requesttypeid-get

getRequestTypeFields

getRequestTypeFields(params): Promise<CustomerRequestCreateMetaDto>

This method returns the fields for a service desk's customer request type.

Also, the following information about the user's permissions for the request type is returned:

canRaiseOnBehalfOf returns true if the user has permission to raise customer requests on behalf of other customers. Otherwise, returns false.
canAddRequestParticipants returns true if the user can add customer request participants. Otherwise, returns false.

Permissions required: Permission to view the Service Desk. However, hidden fields would be visible to only Service desk's Administrator.

Parameters

params: {
    expand?: string[];
    requestTypeId: number;
    serviceDeskId: string;
}
- Optionalexpand?: string[]
  Use expand to include additional information in the response. This parameter accepts hiddenFields that returns hidden fields associated with the request type.
- requestTypeId: number
  The ID of the request types whose fields are to be returned.
- serviceDeskId: string
  The ID of the service desk containing the request types whose fields are to be returned. This can alternatively be a project identifier.

Returns Promise<CustomerRequestCreateMetaDto>

Returns the request type's fields and user permission details, on the specified page of the results.

example:

{
  "canAddRequestParticipants": true,
  "canRaiseOnBehalfOf": true,
  "requestTypeFields": [
    {
      "fieldId": "summary",
      "jiraSchema": {
        "system": "summary",
        "type": "string"
      },
      "name": "What do you need?",
      "required": true,
      "validValues": [],
      "visible": true
    },
    {
      "fieldId": "customfield_10000",
      "jiraSchema": {
        "custom": "com.atlassian.jira.plugin.system.customfieldtypes:userpicker",
        "customId": 10000,
        "type": "user"
      },
      "name": "Nominee",
      "required": true,
      "validValues": [],
      "visible": true
    },
    {
      "fieldId": "customfield_10001",
      "jiraSchema": {
        "custom": "com.atlassian.jira.plugin.system.customfieldtypes:radiobuttons",
        "customId": 10001,
        "type": "string"
      },
      "name": "Gifts",
      "required": true,
      "validValues": [
        {
          "children": [],
          "label": "Bottle of Wine",
          "value": "10000"
        },
        {
          "children": [],
          "label": "Threadless Voucher",
          "value": "10001"
        },
        {
          "children": [],
          "label": "2 Movie Tickets",
          "value": "10002"
        }
      ],
      "visible": false
    }
  ]
}

Path

GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field @scopes-current read:servicedesk-request @scopes-beta read:requesttype:jira-service-management

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-requesttypeid-field-get

getRequestTypeGroups

getRequestTypeGroups(params): Promise<PagedDtoRequestTypeGroupDto>
This method returns a service desk's customer request type groups. Jira Service Management administrators can arrange the customer request type groups in an arbitrary order for display on the customer portal; the groups are returned in this order.

Permissions required: Permission to view the service desk.
Parameters
- params: {
      limit?: number;
      serviceDeskId: string;
      start?: number;
  }
  - Optionallimit?: number
    The maximum number of items to return per page. Default: 50. See the Pagination section for more details.
  - serviceDeskId: string
    The ID of the service desk whose customer request type groups are to be returned. This can alternatively be a project identifier.
  - Optionalstart?: number
    The starting index of the returned objects. Base index: 0. See the Pagination section for more details.
Returns Promise<PagedDtoRequestTypeGroupDto>
Returns the service desk's customer request type groups, on the specified page of the results.

example:
```
{
  "_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/servicedesk/%7BserviceDeskId%7D/requesttypegroup?start=6&limit=3",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/%7BserviceDeskId%7D/requesttypegroup?start=0&limit=3"
  },
  "values": [
    {
      "id": "12",
      "name": "Common Requests"
    },
    {
      "id": "13",
      "name": "Logins and Accounts"
    },
    {
      "id": "14",
      "name": "Servers and Infrastructure"
    }
  ]
}
```
Path
GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttypegroup @scopes-current read:servicedesk-request @scopes-beta read:requesttype:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttypegroup-get

getRequestTypes

getRequestTypes(params): Promise<PagedDtoRequestTypeDto>

This method returns all customer request types from a service desk. There are two parameters for filtering the returned list:

groupId which filters the results to items in the customer request type group.
searchQuery which is matched against request types' name or description. For example, the strings "Install", "Inst", "Equi", or "Equipment" will match a request type with the name "Equipment Installation Request".

Note: This API by default will filter out request types hidden in the portal (i.e. request types without groups and request types where a user doesn't have permission) when searchQuery is provided, unless includeHiddenRequestTypesInSearch is set to true. Restricted request types will not be returned for those who aren't admins.

Permissions required: Permission to access the service desk.

Parameters

params: {
    expand?: string[];
    groupId?: number;
    includeHiddenRequestTypesInSearch?: boolean;
    limit?: number;
    restrictionStatus?: string;
    searchQuery?: string;
    serviceDeskId: string;
    start?: number;
}
- Optionalexpand?: string[]
- OptionalgroupId?: number
  Filters results to those in a customer request type group.
- OptionalincludeHiddenRequestTypesInSearch?: boolean
  Whether to include hidden request types when searching with searchQuery.
- Optionallimit?: number
  The maximum number of items to return per page. Default: 50. See the Pagination section for more details.
- OptionalrestrictionStatus?: string
  Request type restriction status (open or restricted) used to filter the results.
- OptionalsearchQuery?: string
  The string to be used to filter the results.
- serviceDeskId: string
  The ID of the service desk whose customer request types are to be returned. This can alternatively be a project identifier.
- Optionalstart?: number
  The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Returns Promise<PagedDtoRequestTypeDto>

Returns the requested customer request types, on the specified page of the results.

example:

{
  "_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/servicedesk/28/requesttype?start=6&limit=3",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype?start=0&limit=3"
  },
  "values": [
    {
      "_expands": [],
      "id": "11001",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11001"
      },
      "name": "Get IT Help",
      "description": "Get IT Help",
      "helpText": "Please tell us clearly the problem you have within 100 words.",
      "issueTypeId": "12345",
      "serviceDeskId": "28",
      "portalId": "2",
      "groupIds": [
        "12"
      ],
      "icon": {
        "id": "12345",
        "_links": {
          "iconUrls": {
            "48x48": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=large",
            "24x24": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=small",
            "16x16": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=xsmall",
            "32x32": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12345?size=medium"
          }
        }
      }
    },
    {
      "_expands": [],
      "id": "11002",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11002"
      },
      "name": "Request a new account",
      "description": "Request a new account",
      "issueTypeId": "12345",
      "serviceDeskId": "28",
      "portalId": "2",
      "groupIds": [
        "13",
        "14"
      ],
      "icon": {
        "id": "12346",
        "_links": {
          "iconUrls": {
            "48x48": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12346?size=large",
            "24x24": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12346?size=small",
            "16x16": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12346?size=xsmall",
            "32x32": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12346?size=medium"
          }
        }
      }
    },
    {
      "_expands": [],
      "id": "11003",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/28/requesttype/11003"
      },
      "name": "Hardware request",
      "description": "Request a hardware support",
      "issueTypeId": "12345",
      "serviceDeskId": "28",
      "portalId": "2",
      "groupIds": [
        "13"
      ],
      "icon": {
        "id": "12347",
        "_links": {
          "iconUrls": {
            "48x48": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12347?size=large",
            "24x24": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12347?size=small",
            "16x16": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12347?size=xsmall",
            "32x32": "https://your-domain.atlassian.net/rest/api/2/universal_avatar/view/type/SD_REQTYPE/avatar/12347?size=medium"
          }
        }
      }
    }
  ]
}

Path

GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype @scopes-current read:servicedesk-request @scopes-beta read:requesttype:jira-service-management

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-get

getServiceDeskById

getServiceDeskById(params): Promise<ServiceDeskDto>
This method returns a service desk. Use this method to get service desk details whenever your application component is passed a service desk ID but needs to display other service desk details.

Permissions required: Permission to access the Service Desk. For example, being the Service Desk's Administrator or one of its Agents or Users.
Parameters
- params: {
  serviceDeskId: string;
  }
  - serviceDeskId: string
    The ID of the service desk to return. This can alternatively be a project identifier.
Returns Promise<ServiceDeskDto>
Returns the requested service desk.

example:
```
{
  "id": "10001",
  "projectId": "11001",
  "projectName": "IT Help Desk",
  "projectKey": "ITH",
  "_links": {
    "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/10001"
  }
}
```
Path
GET /rest/servicedeskapi/servicedesk/{serviceDeskId} @scopes-current read:servicedesk-request @scopes-beta read:servicedesk:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-get

getServiceDesks

getServiceDesks(params?): Promise<PagedDtoServiceDeskDto>

This method returns all the service desks in the Jira Service Management instance that the user has permission to access. Use this method where you need a list of service desks or need to locate a service desk by name or keyword.

Note: This method will be slow if the instance has hundreds of service desks. If you want to fetch a single service desk by its ID, use /rest/servicedeskapi/servicedesk/{serviceDeskId} instead.

Permissions required: Any

Parameters

params: {
limit?: number;
start?: number;
} = {}
- Optionallimit?: number
  The maximum number of items to return per page. Default: 50. See the Pagination section for more details.
- Optionalstart?: number
  The starting index of the returned objects. Base index: 0. See the Pagination section for more details.

Returns Promise<PagedDtoServiceDeskDto>

Returns the service desks, on the specified page of the results.

example:

{
  "_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/servicedesk?start=6&limit=3",
    "prev": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk?start=0&limit=3"
  },
  "values": [
    {
      "id": "10001",
      "projectId": "11001",
      "projectName": "IT Help Desk",
      "projectKey": "ITH",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/10001"
      }
    },
    {
      "id": "10002",
      "projectId": "11002",
      "projectName": "HR Self Serve Desk",
      "projectKey": "HR",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/10002"
      }
    },
    {
      "id": "10003",
      "projectId": "11003",
      "projectName": "Foundation Leave",
      "projectKey": "FL",
      "_links": {
        "self": "https://your-domain.atlassian.net/rest/servicedeskapi/servicedesk/10003"
      }
    }
  ]
}

Path

GET /rest/servicedeskapi/servicedesk @scopes-current read:servicedesk-request @scopes-beta read:servicedesk:jira-service-management

See

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-get

removeCustomers

removeCustomers(params): Promise<void>
This method removes one or more customers from a service desk. The service desk must have closed access. If any of the passed customers are not associated with the service desk, no changes will be made for those customers and the resource returns a 204 success code.

Permissions required: Services desk administrator
Parameters
- params: {
  serviceDeskCustomerDto: ServiceDeskCustomerDto;
  serviceDeskId: string;
  }
  - serviceDeskCustomerDto: ServiceDeskCustomerDto
    Example
  - serviceDeskId: string
    The ID of the service desk the customers should be removed from. This can alternatively be a project identifier.
Returns Promise<void>
Path
DELETE /rest/servicedeskapi/servicedesk/{serviceDeskId}/customer @scopes-current manage:servicedesk-customer @scopes-beta read:servicedesk.customer:jira-service-management, delete:servicedesk.customer:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-customer-delete

setProperty

setProperty(params): Promise<{
body: unknown;
created: boolean;
}>
Sets the value of a request type property. Use this resource to store custom data against a request type.

Properties for a Request Type in next-gen are stored as Issue Type properties and therefore can also be set by calling the Jira Cloud Platform Set issue type property endpoint.

Permissions required: Jira project administrator with a Jira Service Management agent license.
Parameters
- params: {
      propertyKey: string;
      requestTypeId: number;
      serviceDeskId: string;
  }
  - propertyKey: string
    The key of the request type property. The maximum length of the key is 255 bytes.
  - requestTypeId: number
    The ID of the request type on which the property will be set.
  - serviceDeskId: string
    The ID of the service desk which contains the request type. This can alternatively be a project identifier.
Returns Promise<{
body: unknown;
created: boolean;
}>
- status: 200, mediaType: application/json
  
  Returned if the request type property is updated.
- status: 201, mediaType: application/json
  
  Returned if the request type property is created.
Path
PUT /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/property/{propertyKey} @scopes-current manage:jira-project @scopes-beta read:requesttype.property:jira-service-management, write:requesttype.property:jira-service-management

See
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk#api-rest-servicedeskapi-servicedesk-servicedeskid-requesttype-requesttypeid-property-propertykey-put

`Protected` `Static`initialize

initialize(): void
Method to initialize the class. Normally used to set up validation rules.

Returns void
Overrides CommonHttpService.initialize

Class ServicedeskService

See

Hierarchy

Index

Constructors

Methods

Constructors

constructor

Parameters

Returns CommonHttpClient

Returns ServicedeskService

Methods

addCustomers

Parameters

serviceDeskCustomerDto: ServiceDeskCustomerDto

Example

serviceDeskId: string

Returns Promise<void>

Path

See

attachTemporaryFile

Parameters

multipartFiles: MultipartFile[]

serviceDeskId: string

Returns Promise<unknown>

Path

See

checkRequestTypePermissions

Parameters

requestTypePermissionCheckRequestDto: RequestTypePermissionCheckRequestDto

serviceDeskId: string

Returns Promise<RequestTypePermissionCheckResponse>

Path

See

createRequestType

Parameters

requestTypeCreateDto: RequestTypeCreateDto

Example

serviceDeskId: string

Returns Promise<RequestTypeDto>

Path

See

deleteProperty

Parameters

propertyKey: string

requestTypeId: number

serviceDeskId: string

Returns Promise<void>

Path

See

deleteRequestType

Parameters

requestTypeId: number

serviceDeskId: string

Returns Promise<void>

Path

See

getArticles

Parameters

Optionalcursor?: string

Optionalhighlight?: boolean

Optionallimit?: number

Optionalprev?: boolean

query: string

serviceDeskId: string

Optionalstart?: number

Returns Promise<PagedDtoArticleDto>

Path

See

getCustomers

Parameters

Optionallimit?: number

Optionalquery?: string

serviceDeskId: string

Optionalstart?: number

Returns Promise<PagedDtoUserDto>

Path

See

getIssuesInQueue

Parameters

`Optional`cursor?: string

`Optional`highlight?: boolean

`Optional`limit?: number

`Optional`prev?: boolean

`Optional`start?: number

`Optional`limit?: number

`Optional`query?: string

`Optional`start?: number

`Optional`limit?: number

`Optional`start?: number

`Optional`includeCount?: boolean

`Optional`includeCount?: boolean

`Optional`limit?: number

`Optional`start?: number

`Optional`expand?: string[]

`Optional`expand?: string[]

`Optional`limit?: number

`Optional`start?: number

`Optional`expand?: string[]

`Optional`groupId?: number

`Optional`includeHiddenRequestTypesInSearch?: boolean

`Optional`limit?: number

`Optional`restrictionStatus?: string