Problem ROVO crerate Issue with Assets Items in Customer Portal

[Ruth Moreno]

I have created a Rovo agent for the customer portal. This agent requests the necessary data to create a ticket.

One of the issues is that it has a mandatory Assets field.

Although we have managed to get it to create the ticket, it does not always do so. When it gives us the ID, it does not create it, but when it appears in the [object Object] field, it does create it.

Is there a way to always get [object Object]? I am attaching all the screenshots so you can understand it better.

Another problem we have is with the privacy pop-up. It turns out that our client is a funeral home, so the chat involves talking about death, cremation, coffins... and of course they can't create tickets if they use these words... What can we do?

[Rebekka Heilmann _viadee_]

Hi @Ruth Moreno - welcome to the Community,

When it gives us the ID, it does not create it, but when it appears in the [object Object] field, it does create it.

I don't quite understand that part. Does Rovo sometimes create a request and sometimes it doesn't? Is the Asset field filled whenever a request is created?

To my knowledge, the "Create request" skill only supports Jira standard fields at the moment and therefore wouldn't be able to fill in asset fields at all. Same goes for any form fields that don't have a Jira field connected to it. Is the behaviour you're seeing consistent with that limitation?

As for the "privacy": Some of those limitations come from the foundation LLMs, some from Atlassian's system prompt. Neither can be adapted by us users. Is it neccesary to talk about death, coffins etc. for these requests? Does it help if they "proclaim" themselves as a funeral home and therefore legitimate to talk about that stuff?