Rovo and Jira field access

Hi Gor

It is the agent itself which is instructed to update the Jira ticket.

Regards

Davy

Hey @Davy Jacops

Thanks for the reply.

In JSM an Internal note is not a separate field. It is a comment with internal visibility, as opposed to a customer-visible reply. Since your Rovo agent itself is performing the Jira update, I would first check the Tools configured for the agent in Rovo Studio. The important question is whether the JSM tool being used to create the comment exposes the ability to explicitly create it as an internal note.

If the tool you're using doesn't support selecting Internal note, I would not let the agent directly post the response, especially since that risks exposing a draft to the customer.

A safer approach is to let Rovo generate the draft only, then use Jira Automation to create the comment and explicitly control its visibility as an internal note. When Rovo is used from Automation, the agent provides its response through {{agentResponse}}, while subsequent Automation actions perform the actual Jira update.