Request a Jam from Jira Service Management Tickets - Jam Documenation

How to request a Jam from Jira Service Management

1. Create a Recording Link
   Open the Jam browser extension and click Request a Recording.

2. Paste the issue URL as the link name
   Copy the Jira issue URL (e.g., https://yourcompany.atlassian.net/servicedesk/customer/portal/1/ISSUE-123) and paste it into the Recording Link name field. This creates a reference between the Jam and the issue for easy lookup later.

3. Generate the link
   Click Create link. The link is automatically copied to your clipboard.

4. Share the link in the issue
   Paste the Recording Link into your Jira comment or request reply and send it to the customer or reporter.

5. Receive the recording
   When the reporter records and submits, you receive an email notification. The Jam appears in your dashboard with a reference to the Jira issue.

What reporters experience

The recording flow requires no downloads or account:

1. The reporter clicks the Recording Link and it opens directly in their browser.
2. They click Start Recording and capture the issue on screen.
3. The recording uploads automatically and you are notified immediately.

What data is collected

Each Jam submitted through a Recording Link includes:

• Screen recording: a video of the reporter’s screen
• System metadata: browser version, operating system, screen resolution
• Reference URL: the Jira issue URL you attached when creating the link

Console logs and network requests are not captured by default. To collect them, connect your domain. See Connect your domain.

Tips for Jira Service Management workflows

Use the jam-reference URL parameter to automatically attach the Jira issue URL to every Jam from a reusable link:

https://recorder.jam.dev/QrBnf3s?jam-reference=https%3A%2F%2Fyourcompany.atlassian.net%2Fbrowse%2FISSUE-123

Use the jam-title parameter to pre-populate the Jam title with the issue key or summary, making it easier to find recordings in your dashboard:

https://recorder.jam.dev/QrBnf3s?jam-title=ISSUE-123+Login+page+crash

Create a reusable Recording Link and save it as a Jira automation action or comment template. This lets agents request recordings at scale without generating a new link for every issue.