Rovo and Jira field access

[Davy Jacops]

I have created an agent which looks at incoming customer support tickets (Jira).

It examines the question, looks in confluence (user manual) for a solution, and then posts a draft reply in the Jira ticket. This draft reply must be posted in the "internal note" field.

The agent works fine, but instead of the "internal note" field, the agent always uses the normal note field, and as such also replies to the customer.

-> How to ensure the agent only write into "internal note" field?

[Gor Greyan]

Hi @Davy Jacops

Welcome to the Atlassian Community!

Could you clarify how the Rovo agent is currently posting the response back to the Jira ticket?

Are you using a Jira Automation rule with Use Rovo agent followed by an Add comment action, or is the Rovo agent itself configured with a Jira tool/action that posts the comment?

Regards,
Gor

[Davy Jacops]

Hi Gor

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

Regards

Davy

[Gor Greyan]

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.