Rovo slack set up

[Mario]

Hi Rovo team

I hope you're well. I'm reaching out regarding our Rovo IT Support Agent that we have set up in Slack.

Currently, when the Rovo agent escalates an issue to the IT team, it directs employees to the customer portal link:
https://luno.atlassian.net/servicedesk/customer/portal/2

However, we would like the agent to go one step further — when a ticket is created via Rovo, we want the agent to respond to the employee with their unique ticket link in real time, for example:
https://luno.atlassian.net/servicedesk/customer/portal/2/IO-32810

To achieve this, we understand the following technical setup would be required:

1. A Jira Service Management API integration connected to the Rovo agent
2. The agent configured to call the Jira API at the point of escalation to create the ticket
3. The returned

[Rebekka Heilmann (viadee) · Accepted solution]

Hi @Mario- welcome to the Community.

Does the Agent have access to the new Skill "Create Request"? It is still in Beta but can create basic Customer Requests like the customer would through the Portal. Using that skill would replace a custom integration with the API.

[Mario]

Hi Rebekka

Thanks for your response I realized since I am a Jira Admin it will revert me to the back end  of the Jira. When I removed my my admin the link Rovo provides allows me to go the customer portal.

If I have other question should I log a new one? or can I add it here?

[Rebekka Heilmann (viadee)]

If it's related, post it here. If it's a different topic, post it as a new question. if it's posted in Rovo I'll take a look at it today :)

[Mario]

ah thanks

[Dr Valeri Colon _Connect Centric_]

Hey @Mario ! @Rebekka Heilmann _viadee_ answer is directionally right, but a little outdated. You don’t need a custom JSM API integration for this now. Atlassian’s current flow is the Raise a request skill, and when the user submits it from Slack, the agent can post a link to the created JSM work item in the Slack thread. One catch: after creation, the agent stops replying in Slack and the thread syncs with JSM comments. 

[Mario]

Thanks @Dr Valeri Colon _Connect Centric_