virtual agent does not create work item automatically when escalating

Question

Hi all.

I'm trying out this JIRA Virtual Agent

From the videos I've seen, the Virtual agent should automatically create a Wokr Item if the step is to escalate, mine does not, instead it provides the link(button) which asks the user to manually create the work item.

What am I missing, how to I fix that?

Fede Baronti -Deiser- · Accepted Answer

Hi Andile,

Thanks for contributing to the Atlassian Community.

I've been testing the JSM Virtual Agent too. I haven't gotten to the part where the Agent creates a Work Item on behalf of the customer, but I did some research on it and found this, where the JSM support suggests setting or changing the virtual agent's request type:

https://support.atlassian.com/jira-service-management-cloud/docs/set-or-change-the-virtual-agent-default-request-type/

Have you seen this? I think it might help you.

I will get to this soon, and if there's anything else I can add, I will share the result right here.

Hope it helps!

Fede.

Jaime Escribano _knowmad mood_ · Accepted Answer

Hi @Andile Luvuno I work at the technical sales team in a consultant agency and at the moment your problem is the exact reason why I can never recommend customers using the Virtual Agent.

Unfortunately, the state of the solution is not up to the task. The only reliable way to make the Virtual Agent create a ticket is to make an Intent. If the system detects the intent (which it will try before giving AI answers) the system will follow the established flow and end up creating a ticket following your instructions.

If you want to go pure AI, sadly there are two scenarios and which one will happen is entirely random:

1. The agent will ask if the answers were helpful twice ,after which it will create the default ticket as mentioned by @Fede Baronti -Deiser-

2. The agent will continue to ask for more detail on why it was not helpfull, entering a loop.

And third and sadly very common: The agent will get stuck loading after getting "no" for an answer three times.

I hope there's something i'm missing and some other colleage in the community can share some tips and tricks, but these are my only results after thorough testing.

Regards,

Jaime Escribano