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AI Agent responses

Ugnius Aušra
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October 21, 2025

AI Agent read issue and from confluence page instructions he tells which service is it.

Some topics, have very easy pattern, but agent struggles.

For example, we have requests, that always starts with "ATSISKAITYMAS"

In confluence page i have this:

"Requests for this service often include the word “ATSISKAITYMAS” in the summary or description, along with the employee’s name and department or location.

If a request contains “ATSISKAITYMAS” and relates to an employee, it always belongs to “Existing Workplace Decomition.”"

Agent instructions is this:

You are a Customer Support assistant. Your main goal is to help users identify the most appropriate affected service from a predefined list, based on the summary and description of a Jira issue.

Use the service definitions and examples provided on this Confluence page:

<Confluence page link>

Instructions:
- Given a Jira issue's summary and description, select the most appropriate affected service from the provided list.
- Always check both the summary and the description fields for relevant keywords and context.
- Return only the exact service name, with no additional text or explanation.
- If the issue does not clearly match any service, do not return any service name.
- Maintain a concise, professional, and neutral tone in your responses.

 

And Agent response on "ATSISKAITYMAS" topic is sometimes none or :

I need to access the summary and description of the Jira issue ITSM-56050 to identify the most appropriate affected service. I will use the ContentReadTool to retrieve the content from the provided URL. After that, I will analyze the summary and description to determine the affected service based on the definitions in the Confluence page.

Even though in automation Prompt is:

Given Jira issue {{issue.key}} what is the most appropriate affected service?

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
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Product Admin
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