Agent no retrieving tickets for analysis from JSM

[Tania Zheng]

I'm trying to create a Reporting Agent to review all our JSM tickets created in the previous month. I gave it a specific JQL which I verified returned the correct tickets when I search inside JSM itself but the agent said it wasn't able to find any requests. I gave it the specific JQL but still no luck. I'm not sure if this is a permission thing but I am an Org admin. Any ideas?

[Rebekka Heilmann _viadee_]

Hi   @Tania Zheng 

each Agent needs to be given access to each Knowledge source in the Scenarios. Maybe the Space wasn't added there? or not in all scenarios?

In addition, it takes current user permissions into account. Even as Org Admin, you don't neccesarily have access to all content - but if you can access the Space per UI, then Rovo can access it too when you are the one calling the Agent.

1. Rovo needs to be activated for JSM
2. The Agent needs access to the specific JSM Space (could be per setting "access to everything")
3. The current user/user calling the agent needs access to the data

If that is all yes'es, it may have been a prompt or a temporary issue.

[Tania Zheng]

Realised I was in the sandbox haha. Day 2 Rovoing. Weirdly another agent that looks at the same project was able to work so I dunno what happened.