Atlassian issue trackers hold two kinds of reusable knowledge, and BeforeQuery indexes both:
  • Jira issues + comments — engineering context, workarounds, and decisions recorded on issues.
  • Resolved Jira Service Management (JSM) requests — solved service-desk tickets, indexed so future questions get instant answers.

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Prerequisites

  • Your Atlassian site URL (e.g. https://acme.atlassian.net).
  • An Atlassian account with access to the projects/service desks you want indexed, plus an API token from id.atlassian.com → Security → API tokens.
  • A BeforeQuery workspace owner role.

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Index Jira issues and comments

1

Add the source

In the dashboard, open Project → Sources → Add source and choose Jira. Enter the site URL, account email, and API token. Optionally list project keys (e.g. SUP, ENG) to limit indexing; leave empty to index all accessible projects.
2

Sync and verify

Click Add. Issues and their comment threads are normalized into documents. Test in the Playground with a question that was answered in an issue’s comments.

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Index resolved JSM requests

Resolved service-desk requests are indexed through a workspace-level helpdesk integration:
1

Connect Jira Service Management to your workspace

Under Workspace → Helpdesk Integrations, add Jira Service Management with the site URL, email, API token, and your service desk ID, and link it to your project. (The same connection powers copilot drafts and deflection.)
2

Add a Resolved Tickets source

Open Project → Sources → Add source, choose Resolved Tickets, and select the JSM integration. Resolved request threads are indexed like any other document.
Service-desk requests often contain requester PII — enable PII masking before syncing.

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Keeping content in sync

Set daily schedules so new comments and freshly resolved requests keep flowing in; only changed content is re-embedded.

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Troubleshooting

  • Missing issues? The connector account lacks project access, or the project key wasn’t included. Adjust and re-sync.
  • Auth errors? API tokens are per-account — make sure the email matches the token owner and the token hasn’t been revoked.
  • Internal engineering context leaking? Mark issue-derived documents restricted or keep the Jira source in an internal-only source group.