Error: While creating a virtual service agent, no request can be selected.

[Miguel Pinel]

I'm trying to create a virtual service agent, to create a widget chat in Jira Service Management. A Rovo agent do not work for this intend.

When I try to create the agent, it is required to select a default type of request for the agent. Whenever I select a request, an error saying an unknown error had happen appear.  I have try all of the requests of my space and no one is able to be selected. I have also created a new request, I have remove from it all the fields that can be removed and it still don't work. Do someone know why this error is happening?

I have also created a new space only to test this and it is still showing the same error.

[Nikola Perisic · Accepted solution]

Hi @Miguel Pinel 

What is your process of creating an agent in JSM project? It didn't ask me for a request type at all. 

[Miguel Pinel]

Hi

I'm trying to create the agent from the Studio, in the JSM it only shows me one agent as assign to the project, but it doesn't allow me to create a virtual agent.

In the Studio, there is an agent tab that have a button to create a new agent. There, it gives you the option of creating a Rovo agent or a virtual agent one. This is the only place in which I have find the option of creating the virtual agent, all the other just directly create the Rovo one.

When I try to create it, it first ask for the name of the project and after that it ask for the request default type of the agent.

[Nikola Perisic]

I see, have you tried creating the agent from the project itself instead?

[Miguel Pinel]

I feel like my interface is limited in some way, because I do not have option to create agents within the project itself. I add a screenshot of the virtual agent tab of my project:

[Nikola Perisic]

The image is fine and is showing the agent that has been added to the service space. Where the default request type is showing for this agent?

[Miguel Pinel]

The problem is the following. This agent is a Rovo agent that it certenly looks to be corrrectly implemented in the portal. This agent has not required me to select any defalt request. However, when I go to the widget option of the project, the option to select the Virtual service agent for the widget is disable. I have assume that this is because the agent that I have is not the correct type that can be integrated in this kind of widget. Furthermore, the agent that is showing there, I have created it in the Studio and then assign it to the project. I do not see how an agent can be created inside the project.

[Nikola Perisic]

For the widget side you are correct that it requires a default request type. The agent within a project can be created when you first disable the one that you are using in your current project and create it it again. The picture that you have showed me, everything you is done from there.

[Miguel Pinel]

You are right, I have deleted the old bot and now I have the option to create it directly in the project. However, the bot created is again a Rovo agent and do not ask for the default request, so it is not able to work for the widget. Do you know what it is required to create a virtual service agent or what it is required for the default request to be valid?

[Nikola Perisic]

The thing is that Rovo is now being used instead of virtual service agent. And all of the redirections are leading to Rovo.

[Miguel Pinel]

Yes, that seems to be the case. That Rovo should be the only option. So, do that means that the widget chat should be used with Rovo? Or they have forgotten about this functionality for now and it is unusable?

[Doods Perea]

Hi Miguel - in your Rovo Studio, you have the option to create a Rovo agent or a Virtual service agent.

Configure and test.  Once done, go to your JSM space, "Channels & self service >> Portal".  In the Portal configuration tab, disable the "Display a Rovo agent on this portal".

Hope this helps!

Doods

[Miguel Pinel]

Hi Doods and thank you for your answer,

Going back to my original question. I have tried to create the virtual agent, but it ask me to select a default request for when the bot is unable to solve the issue. I have try all the requests in my project and create some empty ones, but all of them are rejected with an unknown error. The screenshot is in spanish, but the error literally translate to: "The changes could not be saved. An unknown error has occurred. Please try again."

[Doods Perea]

Hi Miguel - I am unable to reverse engineer your issue with the error when mapping the Request Type.  However, make sure that:

1. Before even working on the Virtual Service Agent (VSA), you have at least one Request Type (e.g. Report a Jira Incident) that is mapped to a Work Type (Incident).  This Request Type must be visible from your Portal.
2. In the VSA configuration, it is a requirement to select a Request Type.  This is because the VSA will create a Work Item when the customer's inquiry is not answered successfully.
3. If you are unable to complete step #2, create a new VSA, then configure.

Here are my tips re using Rovo Agent vs VSA in the JSM Portal:

1. Rovo Agent is easier to configure and more robust.  It can also create a work item based on the conversation with the customer.  That said, creating a work item is faster with VSA because of its mapping to a Request Type.
2. If VSA is preferred, configure your Request Type to be as generic as possible.  This is not trivial but will address the limitation of the VSA regarding its mapping with a Request Type. For example:
   1. "Create a Task" Request Type, map it to Work Type "Task".
   2. In the VSA >> Identity page, select the "Create a Task" Request Type.
   3. In the VSA >> Intents, your Flow should ask if the task to be created is of work type Incident, or Service Request, or others in your JSM space's Work Types page.
   4. If for example, the customer selected "Incident", the VSA will create the Task.
   5. Have an Automation Rule that will update the Work Type of the newly created Work Item from Task to Incident.  The rule must also select the matching Request Type.

I hope this helps!

Doods

[Miguel Pinel]

Thank you all for your help.

Finally I have determined to not use the agents of Jira as they do not fit the objective I was looking for. Right now there is no way of integrating a Rovo agent to a widget chat or any other external third party and the virtual agents are not as useful. The bug has been reported to the support team, but they also have not been able to solve it. The probable cause is that it is related to the plan of Jira.

[Kevin Duval]

Miguel, I am running into the same issue and finally received the reply from the chatbot that confirmed this is impossible. Beyond baffling.

For Nikola & Doods:

In my case, a Virtual Service Agent is required for Atlassian Assist / Chat in Slack. Rovo Agent is not eligible.

Setting up the VSA requires selecting a Default Request Type that has two requirements:

Hidden request types and required fields

Before you begin, make sure your virtual service agent default request type:

1. Is not hidden from the portal. If the virtual service agent has problems automatically creating work items, it may send customers a link to the request form for the default request type on your portal. A hidden default request type means that this link won’t work, and customers won’t be able to get help. Read more about organizing request types in the portal.
2. Has no required fields. The virtual service agent has no way to fill out required fields when creating work items using the default request type. Find out how to add or remove fields from a request type.

However, the Summary field is a required field and not eligible to be removed from any request type. Nor can the Summary field be hidden and given a default value on the request type due to VSA needing field to be available.

How did this even make it into Production? This is more than a bug.