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AI Triage for JSM — Privacy policy

What this app stores inside your Atlassian tenant, what it only reads in memory, who it shares data with, and how everything is deleted.

Last updated: 28 August 2026 · App: AI Triage for JSM · Vendor: SynapseOasis

This policy explains what data AI Triage for JSM collects, how it is processed and stored, and the choices available to you. AI Triage for JSM routes incoming tickets automatically. The Dispatcher Agent assigns the right team or agent, Smart Escalation raises priority based on request content and sentiment, and Incident Detection clusters similar reports in real time.

AI Triage for JSM is built on Atlassian Forge. It runs inside Atlassian's infrastructure and stores its data in your own Atlassian tenant. It calls no external service other than the Atlassian APIs of your own site.

1. Data we collect

The data falls into two categories: configuration and results held in app storage, and Atlassian data that is read and processed in memory but not retained.

App storage (persisted inside your Atlassian tenant)

  • Rule configuration — dispatcher, escalation and incident detection settings per service desk and per request type, including the thresholds, actions, escalation users and clustering parameters.
  • Atlassian Teams connection — when team-based routing is used: the administrator email, the organisation ID and the Atlassian API token supplied for reading Atlassian Teams. The token is masked in the interface.
  • Per-issue AI results — the routing decision, the sentiment or escalation assessment, and the incident grouping produced for an issue, stored against the issue key.
  • Audit entries — what the app decided and did, with timestamps, so administrators can review automated actions.
  • Usage statistics — daily counters for triage and escalation volumes.
  • Agent skill profiles — the skill text an agent writes about themselves, or an administrator writes about them, stored against the Atlassian account ID.
  • Scan checkpoints — the timestamp of the last incident detection scan per service desk.

Transient data (read and processed in memory, not retained)

  • issues, comments, change history and field values read from Jira
  • request type and service desk metadata
  • Atlassian Teams and team membership, when the Teams connection is configured
  • user and group lookups from Jira

Transient data is read through the standard Atlassian REST APIs, used to produce the result you asked for, and then discarded.

2. Personal data

  • Atlassian account IDs are stored in agent skill profiles, audit entries and routing decisions.
  • Issue and comment text is read to make a decision. The stored result keeps the decision and a short justification, not a copy of the issue.
  • The Atlassian API token used for the Teams connection is a credential you provide, stored inside your own tenant. Create it for this purpose and rotate it on your usual schedule.
  • Once a day the app sends Atlassian the account IDs it holds, through Atlassian's Personal Data Reporting API, and Atlassian answers with the accounts that have been closed. Nothing else tells an app that a person left. Both stores are read and both are erased: in the key-value store a closed account's skill profile and the records keyed on it are removed, and in the audit table its rows are deleted — the row itself, not just the name on it, because an audit row carries an open metadata record about what happened.
  • The app does not collect email addresses, passwords or payment data.

3. AI processing

The AI features of this app run on Forge LLM, the AI runtime Atlassian provides inside the Atlassian platform, using Atlassian-hosted models. SynapseOasis operates no AI infrastructure of its own, holds no API keys to third-party AI providers, and never sends your data to one. Prompts are processed by Atlassian's service and are not used by SynapseOasis to train any model.

The following data is included in prompts when an AI feature runs:

  • the summary, description, comments and selected field values of the issue being triaged
  • the candidate teams, members, request types and priorities the agent may choose from, with the routing prompts your administrators wrote
  • the dispatch, escalation or clustering instructions configured for that service desk

Model responses produce the result shown in the app and, where the app records a decision, are stored as described in section 1. AI features run only when enabled by your administrators.

4. Storage and retention

All persisted data is stored in Forge app storage (key-value store) and Forge SQL, both hosted by Atlassian, provisioned for your installation and located in the Atlassian cloud region of your site. SynapseOasis operates no servers, no databases and no logs outside Atlassian, and has no standing access to your data.

Configuration is retained for the life of the installation. Job data and results are retained until you delete or reset them, until they are replaced by a newer run, or until the app is uninstalled.

5. Data sharing

  • SynapseOasis does not share your data with third parties.
  • There is no sale or transfer of data to third parties.
  • There are no analytics, tracking or telemetry calls to external services.
  • The only outbound calls the app makes are to api.atlassian.com — the Atlassian REST APIs of your own site and, for team routing, the Atlassian Teams API.
  • All data stays within Atlassian.

6. Security

The app runs inside the Atlassian Forge sandbox and is subject to Atlassian's platform security controls. It requests only the scopes it needs:

  • read:servicedesk-request
  • read:jira-user
  • read:jira-work
  • write:jira-work
  • storage:app
  • report:personal-data

Where the app acts on behalf of a user, Atlassian's permission model applies, so it cannot show a user data they could not already see. Administrative functions are restricted to users holding the corresponding Atlassian administration permission. All stored input is validated and size-capped before it is written.

7. Data deletion and retention

Deletion is controlled by the Atlassian platform, not by SynapseOasis. This section describes what actually happens, because the difference matters for a data protection assessment.

  • While the app is installed, you can delete data through the app's own screens, and that deletion is immediate.
  • When you uninstall the app, it runs an uninstall handler that clears its storage. Independently of that, Atlassian detaches the installation's data: it becomes inaccessible to the app, to your users and to us, right away.
  • After uninstalling, Atlassian keeps the detached data for a limited period before destroying it, under Atlassian's own data retention policy. Atlassian's Forge documentation describes the storage as soft deleted on uninstall and retained for 28 days, and separately notes that a re-link request must reach Atlassian within 21 days for previous data to be restored to a new installation. That restore only happens if you ask us to raise the request, with your consent. We never initiate it.
  • Atlassian's backups follow Atlassian's own schedule and are outside any app's control.

The practical consequences: we cannot delete this data faster than Atlassian's process allows, and we cannot read it after an uninstall. If you need specific data gone on a specific date, delete it inside the app before you uninstall.

Atlassian documents this in Data lifecycle for Forge-hosted storage. The retention periods are Atlassian's to change, so treat Atlassian's documentation as the current source rather than this page.

8. GDPR

  • Data minimisation — only the configuration and results needed for the app's function are stored; everything else is processed in memory and discarded.
  • Purpose limitation — data is used solely to provide the app's functionality inside your tenant, and is never sold or transferred to third parties.
  • Data residency — all persisted data remains in your Atlassian tenant on Forge infrastructure, in the Atlassian cloud region of your site.
  • Right to erasure — data can be deleted through the app while it is installed. On uninstall it is detached immediately and then destroyed by Atlassian under Atlassian’s retention policy, as described in the section above.
  • Sub-processors — SynapseOasis uses no sub-processors for app data. Atlassian is the infrastructure provider and processes the data under your existing agreement with Atlassian.

9. Contact

10. Changes to this policy

We may update this policy from time to time. When we do, we revise the last-updated date at the top of this page. We encourage you to review it periodically to stay informed about how AI Triage for JSM handles your data.