Diasable Auto Escalation

[Wade H]

Is it possible to have the virtual agent ask the user if they would like to have an issue created before just automatically creating issues? Many times my users do not want an issue created they are merely asking a question. I end up having to cancel many issues.

thanks,
-wade

[Dr Valeri Colon _Connect Centric_]

You should be able to configure the virtual agent to prompt users with a question, if they want to proceed with ticket creation or if their query has been resolved satisfactorily, before creating an issue. 

1. Configure Intents and Responses: Define specific intents that trigger the virtual agent to offer a choice rather than automatically creating a ticket. For example, you can set up intents for common queries and configure the agent to ask, "Would you like to create a ticket for this issue?" before taking any further action.

2. Utilize Conditional Logic: Implement conditional logic in the virtual agent's configuration to handle different user responses appropriately. If the user confirms the need for a ticket, the agent can proceed to create one. If not, it can offer alternative actions or end the conversation.

3. Test and Refine: After setting up these configurations, it's important to test the agent's behavior in various scenarios to ensure it performs as expected. Refining the prompts and responses based on user feedback will also enhance the overall user experience.

For detailed steps on setting this up, refer to Atlassian's documentation on configuring virtual agents in Jira Service Management.