Rovo tool in Jira Service Management

[Ricardo Rosillon]

Hello,

A few weeks ago (maybe a couple of months back), when a ticket was created, I was able to select the text and make Rovo search for responses with a right-click access.

Now that seems gone, and I am unsure if that was a beta feature, it was moved to a paid functionality or what.

This was really helpful for the selected text, Rovo used to search the existing cases and information from my Confluence KB.

Any help is appreciated, thanks.

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @Ricardo Rosillon - welcome to the Community,

if you mark text within the description of a work item, you will get a "Ask Rovo" context view, where you can use quick actions like "summarize" or open the Chat with the right context.

If you mark text in comments, you will get different actions but also a Rovo context menu.

To find similar requests or try Rovo to answer the request, you could simply open Chat as well. It will use the current request as context per default.

The best results will most likely be with a custom agent though that understands the JSM space and its context better. Limiting knowledge to relevant ressources also helps with quality.

Once it's fully rolled out, you will even be able to assign that Agent to the request and have it work on it in draft mode right away.

[Ricardo Rosillon]

Hi Rebekka,

Thanks for your input. I can't see that, so now I'm talking to my admin as I started to suspect this was disabled at a company level. For instance, I can't see the chat you mention, although I remember it was there for me before.

Appreciate your feedback and time.

Regards,
Ricardo

[Rebekka Heilmann _viadee_]

In that case they probably deactivated LLM features in Jira. That is done in the central administration for all users.

[Arkadiusz Wroblewski]

Hello and welcome to the Community @Ricardo Rosillon 

Honestly, if that search was triggered by a right-click, I’d double-check if it was actually a native Jira or Rovo feature to begin with.

That kind of menu usually belongs to the browser or a specific extension rather than Jira itself. Before assuming Atlassian moved it behind a paywall, it’s worth checking if that behavior was tied to a browser plugin or a different setup you were using back then.

The reason I’m skeptical is that Rovo’s standard entry points are usually the dedicated button, the chat interface, or editor actions. A classic right-click menu just doesn't fit the typical Jira UI pattern.

I’d start with a quick audit: Are the standard Rovo features still visible in JSM? If they are, and it’s only the right-click option that’s gone, the culprit is likely your browser configuration or a missing extension rather than a licensing change.

Does that match up with how you remember using it, or was it definitely inside the Jira interface? 

[Ricardo Rosillon]

Hi, Arkadiusz.

Yes, this was a native Jira functionality, but I think it was disabled by my admin. I can't even see the Rovo chat menu, so having a hard time trying to figure it out.

I'll start internally and will get back here in case the issue is different.

Regards,
Ricardo