My new AI agent is not creating task to my project.

[Albert Garrell Clusella]

My AI agent is not creating work itmes in my service management board when my client ask for human help. this was a feature proveed in preprod stach and it was working, now that i have it in producction is no longger working, even de AI is telling de clients a ticket is open, it is not.

I neew help with the configuration to get back when tickets where open automatical. 

Thanks.

[Marc -Devoteam- · Accepted solution]

Hi @Albert Garrell Clusella 

Welcome to the community.

We are user like you and can't access you instance.

Can you provide details of the setup in sandbox or project you tested in, and how the setup is done in Prod now.

Did you train the agent on prod, as you did on per-prod (sandbox)?

[Albert Garrell Clusella]

Hi,

Thanks for your reply.

Here are the details of our setup:

We are using Customer Service Management. We created a Customer Experience environment, and from there we configured the basic AI setup that the platform offers.

We connected some basic information/knowledge so the bot can answer simple customer questions.
If a client reports an error, a ticket should be created in the project linked to the Customer Experience ("Atención al Cliente") and include the conversation transcript.

Environment used for testing

We did not use a Jira sandbox instance.
We configured the AI in our pre-production environment (not sandbox), tested it there, and once it was validated, we moved/merged it to production.

Current status in production

The AI is currently answering questions correctly based on the information provided, so that part is working.
However, it is not creating/raising tickets when the customer reports an issue.

Training in production

There was no complex training process. The AI setup is quite simple and mostly configuration-based.
We configured it in pre-production first and then moved it to production (we did not do a separate full training process in prod).

So in summary: the AI responses work, but the ticket creation flow is not working in production.

[Marc -Devoteam-]

Hi @Albert Garrell Clusella 

Is the agent related to the correct space?

Does the agent have permissions on the space?

[Albert Garrell Clusella]

I think it is correctly linked to the space, since I always set it up through the space itself. Regarding the permissions, that’s something I’m still missing, and I don’t know how to configure it properly. I remember seeing once how to link each issue type to a channel.

If it helps, I’m using the embedded chat in my software as support.

[Albert Garrell Clusella]

[Marc -Devoteam-]

Hi @Albert Garrell Clusella 

Can you share the setup and details of each step?

[Albert Garrell Clusella]

What exactly are you looking for? I’m asking so I don’t share too many images.

 In “traspaso”, there are only two options: “send client next steps” (which is text-only and cannot be linked to a Jira project) and “traspaso automático”, which should be the option that creates tickets automatically. However, there is no ticket creation option, and the only thing linked there is a form.

 I don’t like that option at this stage because the user must be logged in to fill it out. I want to handle everything through the chat and, if there is an error, create an internal ticket and send an email to the client.

[Albert Garrell Clusella]

[Albert Garrell Clusella]

I've just solved the issue. The main problem was that the basic information in the task was not set correctly on the form.

Thanks for your help, and have a really good day.