JSM Integration

JSM Integration extends the functionality of the core Jira IntegrationPreview and brings Mria Contacts capabilities directly into Jira Service Management request views.
It includes all the main features already available in Jira issues — the Contacts panel, entity linking, quick navigation, and status insights.

Below is an overview of what is shared with Jira Integration, and what is uniquely available for JSM teams.

JSM Integration includes all core features that are available in Jira issues:

• A dedicated Mria Contacts panel on the right side

• Visibility into linked Companies and Contacts

• Ability to link and unlink Contacts/Companies

• Status badges for reflecting the number of JSM requests from the Contacts/Companies

• Quick navigation into Contacts records

• Consistent sync: updates made from Jira appear in Contacts and vice-versa

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When a support team receives a new request in JSM, it’s not always clear whether the requester is:

• an existing Contact (customer),

• a completely new person who should be added to the Contacts.

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When a request is opened, the Contacts panel automatically checks whether the requester’s email matches any existing Contacts.

If no match is found
The suggestion box appears, offering the support agent (with User-level app permissions) the option to сreate a new Contact.

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This helps the sales team immediately see that a new inbound interaction has arrived and follow up accordingly.

If a match is found
The panel surfaces the existing Contact and allows the support agent to link it to the request with one click.

If that Contact is already associated with a Company, the link action automatically connects both the Contact and the Company to the ticket — keeping everything in sync.

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If the suggestion doesn’t reflect what the agent needs, or if they prefer to choose manually, the panel includes Link Company and Link Contact actions — exactly as in the standard Jira IntegrationPreview.