Issue with Rovo agent Visibility Despite Permission Settings in JSM

[田中優貴]

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Context:
We are using Jira Service Management (JSM) and have created multiple Robo Agents for different purposes:

• Sales Department Agent
• IT Department Agent
• Company-wide Agent

Each agent has its own space configured, and permissions are granted per user (ideally, we wanted to assign permissions by group, but that’s not possible in the current setup).

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Current Problem:
Even users who do not have permission to use a specific agent can still see the agent in the UI.

• According to the permission settings, they should not be able to access or view it.
• However, the agent is still displayed in the interface.

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What We Tried:

• Hypothesis: The issue might be caused by the site-level admin role overriding the agent permissions.
• Action: Removed all site-level permissions for the affected user.
• Result: The agent is still visible in the UI, even after removing admin rights.

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Question:

• Has anyone experienced this issue where agents are visible despite permission restrictions?
• Is this a known limitation in JSM, or is there a workaround to hide agents from users who do not have access?
• Any best practices for managing visibility and permissions for agents?

If you can share sources, documentation links, or official references along with your answer, that would be very helpful!

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✅ Environment: Jira Service Management (Cloud)
✅ Goal: Ensure that only authorized users can see and use the agents.

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @田中優貴 

can you just clarify whether you are using a Virtual Service Agent or a Rovo Agent? For me, it is still two different things and options in the Studio but I know that Atlassian is working on merging them - so maybe you are on a different version?

For Rovo Agents, the only option (rolled out to my sites) is to change the Edit-Permissions. One person is the Owner, some can be Admin and others can be Collaborators. However, Everyone can see all Agents. There is no setting for that.

VSA are visible in the Portal only.

Atlassian is working on merging both products and i also expect more settings for Visibility of Rovo Agents. As of today, there is no option to hide Agents from people and anyone with an App License (where AI features are active) have access to Rovo Chat & Agents.

[田中優貴]

I tested the Rovo Agent, and your detailed guidance helped me realize that the Virtual Agent doesn’t support this feature. I really appreciate it.