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Configure Jira Service Management (JSM)

Configure Jira Service Management (JSM)

Owned by Aaron Beaudoin
Last updated: May 07, 2025 by Maeve O'Malley
5 min read

Jira Service Management (JSM) is one of the ticketing systems that you can connect to in Zilla using the Zilla Access Request for Jira Service Management application.

This article covers the following topics:

Prerequisites

  • Admin account in Zilla

  • Access to add a new integration in your Atlassian cloud deployment

Install Zilla Access Request for Jira Service Management

  1. In your Atlassian cloud deployment, go to the Atlassian marketplace. Search for and add the Zilla Access Request for Jira Service Management app to your Atlassian cloud instance. 

Set Up a Secure Connection

Next, establish a secure connection between your Zilla tenant and your Atlassian Jira Service Management environment.

  1. In your Zilla tenant, click Settings in the navigation menu on the left.

  2. Click Add Provider under the Configure Ticketing System section.

Configure Ticketing System-20250409-154229.png

  1. Select Jira Service Management from the ticketing system provider dropdown.

Select Jira-20250409-155314.png

  1. Enter your Atlassian base URL (for example, https://mycompany.atlassian.net).

  2. Click Generate to generate a Client ID and Client Secret. Keep this tab open to refer to when configuring the Zilla JSM Application.

Configure Access Request-20250409-160242.png

  1. Open another tab and access the Global Configuration of the Zilla JSM Connector -Administration in your Atlassian cloud instance and enter the following information: 

  • Domain: The domain that is used to login into your Zilla tenant

  • Client ID: The Client ID value generated in your Zilla tenant

  • Client Secret: The Client Secret value generated in your Zilla tenant

  1. Click Save changes to set up a connection with Zilla.

  2. In Zilla, click Check to validate a successful connection. 

  3. Close the connection configuration dialog. The connection has been established successfully.

Notes:

  • If you regenerate the Client Secret in Zilla, it’s necessary to update the Client Secret value in your Zilla JSM Connector.

  • If you delete the connection from Zilla, the configuration is removed from the Zilla JSM Connector configuration.

Configure JSM Service Request Portal

Next, enable your service request project in JSM to enable requests for Zilla applications and permissions through the portal.

Enabling Request Forms for Zilla Fields

  1. In JSM, click the … to the right of ACCESS and click Project settings.

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  1. Expand the Apps section of the navigation menu and click Zilla settings.

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  1. Toggle to enable the request types that support Zilla fields.

Enabling Request Form for Approval Workflow 

  1. Go to your JSM Project Settings.

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  1. Expand the Request management and Request types sections and click Service requests to customize the types of service requests your project will use.

  2. Identify the Request type that was configured for Zilla fields and change the workflow to leverage your service management approval workflow (for example, Service Request Fulfillment with Approvals workflow for Jira Service Management).

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The example below shows a service request (with approval).

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  1. Include the request form with Zilla fields in your Request Portal.

  2. Go to your JSM project Portal settings and make sure your request portal groups include the request form or forms that were enabled with the Zilla fields so that users making requests will be able to request specific application or permissions access.

Enable Auto Approvals for Provisioning Use Case

Configure Ticket Creation for Provisioning

Optionally, JSM can be used to enable ticket creation. These tickets are created as a part of configured provisioning policies. This is a prerequiste for Zilla being able to create provisioning tickets in JSM.

  1. Check the Enable Ticket Creation checkbox to view the additional required fields.

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  1. Choose the appropriate project, issue type (this is generally [System] Service request with approvals), and request type, and click Save.

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  1. Review the notification that appears to confirm that ticket creation is enabled on JSM.

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Add Auto Approved Transition

  1. Go to your JSM Project Settings.

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  1. Expand the Request management section, click Issue types, and click [System] Service request with approvals.

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  1. Click Edit Workflow.

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  1. Click Add transition.

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  1. Make the following selections and click Add. The transition name should mandatorily be Auto Approved.

    1. From status: Waiting for approval

    2. To status: Waiting for support

    3. Name: Auto Approved

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  1. Click Conditions in the menu that appears.

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  1. Click Add condition.

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  1. Select Hide From User Condition and click Add.

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  1. Click Publish Draft.

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