Integrations
Jira Service Management
Each service desk request can carry the cumulative AI cost of the work behind it, written onto an AI Spend (Lineman) number field on the request and refreshed hourly. Whoever picks the ticket up sees what it has cost so far without opening Lineman.
There is nothing extra to connect
Jira Service Management runs on the Jira platform, so a service desk is a Jira project and a request is a Jira work item. Lineman uses the same Atlassian connection as the Jira integration. If you have already connected Jira, your service desks are listed here straight away; if you have not, connecting from either page connects both.
One connection, two pages. Software projects are chosen on the Jira page and service desks on this one, because the setup steps genuinely differ. Disconnecting Atlassian on the Jira page disconnects both, while Stop tracking on this page only untracks your service desks and leaves Jira running.
Setting it up
A service desk needs the AI Spend (Lineman) field adding once, to each work type you track. Unlike a Jira Software project we cannot add it for you: service desks use their own screens, so a field added to the site's default screen never reaches a request.
- 1Open Integrations in the dashboard, then Jira Service Management. If you have just created a service desk, press Refresh so it appears in the list.
- 2In Jira, open Project settings, then Work types, pick a work type your requests use, and add a Number field named exactly AI Spend (Lineman).
- 3Repeat for each work type you track. Service request, Incident, Change and Problem are separate work types, and each one needs the field.
- 4Back in Lineman, tick the service desk and press Re-check. Once we can see the field the desk shows as Ready, and the next hourly run fills it in.
Request types and work types are not the same thing. A request type is the form your customers see on the portal; a work type is what the request is underneath. The field lives on the work type, so adding it once covers every request type sharing that work type, and you do not need to change any portal form.
How cost reaches a request
Request keys are ordinary Jira keys, so attribution works exactly as it does for Jira Software: name the branch after the request or mention its key (for example ITSM-123) and the spend lands on that request. There is no separate rule for service desks.
- The figure is cumulative and in US dollars. It is the total attributed to that request so far, not the spend since the last update, so it only rises while work on the request continues.
- Nothing is written until you tick a service desk. Connecting Atlassian does not start writing to a customer-facing queue. Every desk starts switched off and stays off until you choose it.
- The figure is internal by default. The field sits on the work item view your agents use. It is not added to the customer portal form, so a reporter does not see it unless you deliberately add it to their request type.
Troubleshooting
- A desk stuck on needs setup almost always means the AI Spend (Lineman) field is not on the work type the requests actually use. Open one of the requests, check which work type it is, and add the field to that one.
- A service desk is missing from the list. Press Refresh. We read your service desks from the Atlassian project list, so a desk created after you connected only appears after a re-list. A desk you cannot browse in Jira will not appear at all.
- Permission errors. Adding a field to a work type needs you to be an administrator of that service desk. If the connection itself is showing an error, reconnect from the Jira page: the credentials are shared, so reconnecting there fixes both.