SharePoint no longer available as a knowledge source for a Rovo chat bot?

[Dennis Harter]

Hi Community!

We have built an automation in our helpdesk for several customers in Jira where a customer-specific chatbot automatically creates an internal comment whenever a new customer request comes in. The comment contains the necessary steps to help support agents handle the case.

One of the knowledge sources configured for these agents was SharePoint. Unfortunately, it was previously not possible to select a specific folder — only SharePoint in general. Recently, however, it seems that SharePoint itself can no longer be selected at all.

Has this functionality been disabled? Will it be available again in the future? Or am I simply overlooking something?

Thank you in advance!

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @Dennis Harter - welcome to the Community,

do you still see content from Sharepoint in Rovo search and/or is it accessible via Chat?

I doubt any feature is going away, maybe they are converting features into new/different skills. If the issue persists, ideally you (or one of your company's admin) open a request with support.atlassian.net

I don't have the Connector setup so I can't check :(

[Dennis Harter]

Hi @Rebekka Heilmann _viadee_ 

thanks for your answer. I linked the SharePoint folder into a Confluence page and added this Confluence page to the chatbot’s knowledge base. The chatbot was then able to find and partially read the relevant documents. So apparently, the AI agents now have standard access rights to SharePoint as well.

However, the behavior is still somewhat unclear and not nearly as precise or reliable as accessing knowledge that is stored directly in Confluence.

Maybe someone else can share their experience with this setup?

[Bibek_ikuTeam_]

Hello @Dennis Harter ,

could you please share a screen shot of the configuration?

"linked the SharePoint folder into a Confluence page and added this Confluence page to the chatbot’s knowledge base"

Are you using any app to access the sharepoint or it's just the sharepoint link added to the page content in confluence?

Best Regards,

Bibek

[Dennis Harter]

Hi  @Bibek_ikuTeam_ 

it`s really just the sharepoint link added to the page content in confluence. Because right now i dont see another way of doing it. 

My Chat-Bot Settings:

Knowledge: Read everything under Confluence Page "ABC"
In that Confluence Page "ABC": Link to sharepoint Folder (nothing else).
Promt (translated from german to english):

"Your main task is to support agents in analyzing tickets by researching and summarizing relevant information from previous tickets and from our documentation. Explain everything in a way that is easy to understand for non-developers (e.g. 1st/2nd level support staff).

Search SharePoint for the appropriate document (regardless of whether it is a PDF, ZIP, XLSX, or similar file type) and READ the file THOROUGHLY.

Explain which steps are necessary to help the customer.

If available, include one or more links to the SharePoint page or directly to the relevant document.

If nothing suitable is found, ask for additional information that is needed to locate the correct reference."

This works reasonably well, but it’s not really reliable yet. I’m wondering whether it’s possible to target specific SharePoint locations directly (similar to how it already works with Confluence), or if there’s already a better approach than the one I’m currently using.

[Bibek_ikuTeam_]

Hi @Dennis Harter ,

I do not think this is possible natively to read through the files via the default ROVO chat or use the prompt to get information via a user created agent yet.Currently we are working on a solution that may suit your requirement.

The ikuTeam Files Assistant (available for both Jira/JSM and Confluence) is a specialized AI extension designed to work alongside Atlassian Rovo. You can explore the sharepoint connector in to use the agent alongside.

More about the assistant here: ikuTeam Assistant for Rovo 

Give it a try!

-Bibek

[Dennis Harter]

Hi @Bibek_ikuTeam_ 

Hm, this seems like a brand-new feature - I’ll try it out if our company has the necessary plan to access it (so far I haven’t seen it).

Also, I didn’t know about the “SharePoint Connector” - I’ll ask our licensing guy if we can try that out as well.

Thanks for the tips, and I think that should be enough for now.

It’s my first post, but I think “Accept Answer” is the correct thing to do here :)

Cheers
-Dennis