Build an Rovo Agent: ITSM Guidance Helper

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What We’ll Build

A conversational agent that:
• Reads your existing Confluence knowledge-base articles to answer day-to-day questions about the ITSM practice in your organisation.
• Possibilty to add unaswered questions to a designated “Open Questions” Confluence page so subject-matter experts can fill the gap later.

Why Build It?
Reliable self-service cuts queue backlogs, shortens resolution times, and frees analysts for higher-value work. An agent that knows your own ITSM terminology eliminates the need for ad-hoc searches and ensures consistent answers.

 Prerequisites
• A service-desk project in Jira Service Management
• A linked Confluence knowledge base that describes your ITSM practices
• Rovo Studio access with permission to create agents

Step-by-Step in Rovo Studio

Access Studio

https://studio.atlassian.com/ or click in Rovo Chat "Create"

 

Create the Agent
• Click Blue Button “Skip to manual setup”.

• Name: ITSM Guidance Helper 
• Description:Helps with ITSM in our organization 

Define the prompt with:

You are an ITSM assistant, that helps the user to find knowledge about the implementened itsm practices in our organisization and provide guidance.

When a user asks a question: 

1. Search the linked knowledge base. 

2. If an article matches, answer in ≤ 75 words and cite the page title.

3. Provide founded information to the user.

Ive the user has more questions, provide the possiblity to extend the questions page named ITSM Questions in confluence that stores unsanswered questions, 

Stick to ITSM topics; if asked for something else, say politely you specialise in ITSM.

Configure knowledge sources
• Switch on the toggle Only reference these sources.
• Add your Confluence space that holds practice documentation.
• Add your ITSM Project/s space that holds your ITSM implemenation.
• Add Atlassian Support and Home 

Configure Conversation starters or generate them 

• “What ITSM practices can I learn about?”

• “How can ITSM improve our organization?”

• “Where can I find ITSM resources?”

Configure Actions
• Edit confluence Page Action 



Test it .... 

How It Works

1. The agent receives a question in chat.
2. It retrieves relevant Confluence pages and default documentation.
3. If confidence is high, it formats an answer with the page title.
4. If confidence is low, it uses the built-in Confluence action to append the user’s question at the bottom of “ITSM Questions”.
   
   
   
   
   

Tips for Crisp Answers
• Keep each Confluence page title short and descriptive; the agent often surfaces the first match.
• Scope the prompt and the Knowledge sources strictly to ITSM to prevent drift into unrelated domains.
• Encourage teams to review the “Open Questions” page weekly and convert items into new KB articles.
• The better the knowledge is documented in Confluence, the better the results

Possible Enhancements
• Add a confidence threshold so only strong matches are auto-answered.

• Introduce a weekly digest listing newly logged questions.

• Add tickets to knowledge management to streamline the process to answer questions
• Extend the knowledge with external websites Knowledge sources for Rovo agents | Rovo | Atlassian Support 

Wrap-Up
In about 15 minutes you can stand up an ITSM Guidance Helper that delivers consistent answers, highlights knowledge gaps, and lets your team focus on resolving issues rather than repeating definitions in a small a simple way. This is an example about a simple useful agent. Rovo provides many more . Hopefully it helps you to get an inside whtas its possible,

Resources
Rovo resources | Rovo | Atlassian Support
Create and edit Rovo agents | Rovo | Atlassian Support
Knowledge sources for Rovo agents | Rovo | Atlassian Support