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Rovo triggered by automation - cannot see the JIRA ticket

Callum_Ashdown

I have a repeated problem when trying to get a JIRA automation to call a custom ROVO agent. The agent works perfectly in chat-mode.

The automation passes the ticket {{issue.key}} to the agent, but the agent will always respond that there is no such ticket. The agent response will even (unhelpfully) provide me with a JQL like "atlassian.net/issues/?jql=issueKey%20%3D%20KEY-1234%20ORDER%20BY%20created%20DESC" and suggest I "refine my query". (The query is fine of course as it just lists the key).

The rest of the automation works fine, so I get (e.g.) an email to containing the agent response, but the response is just "there is no such ticket".

The Rovo response contains the JQL, which contains the correct key, so it *does* have the correct key... it just won't look at it. But in chat mode the agent works fine and will read and process the key without. I am stuck. Issue persists with different projects and different agents.

TDLR:

I have a working custom agent, and a working automation. But when the automation calls the agent the agent will not read JIRA ticket and claims it doesn't exist.

RESOLVED:
This resolved itself after a day. Not clear to me why. Best guest is some kind of sync/refresh issue related to Agent access.

Accepted answers

Kai Krause_xx7uj7

Hi,

could be the automation has no access to the ticket.

In chat-mode the agent “borrows” your own credentials, so it can browse every issue you can.

• In Automation the agent is executed by the rule actor.

– That account is not automatically added to every project’s permission scheme, so it often lacks Browse projects / Issues permission.

Result: the agent receives the key, runs the JQL behind the scenes, but the search returns 0 rows → “there is no such ticket”.

BR
Kai

All comments

Kai Krause_xx7uj7

Callum_Ashdown

Thank you for this idea - I was sure this was going to be the solution, but...

I get the same result even when I am the "Rule Actor" in the Rule Details settings. So it seems I need to try something else.

I tested also by creating a brand new rule, manually triggered from the jira ticket and I get a consistent result. The rovo agent acts like it is blind to all JIRA tickets.

Kai Krause_xx7uj7

Ok,

could be the prompt. Did you pass in the automation in the prompt window something like this ?

Issue key: {{issue.key}}
Summary: {{issue.summary}}
Description: {{issue.description}}
Reporter: {{issue.reporter.displayName}}

Could be that the automation have not the same magic inside as the chat , so you have to provide some more details. <br><br>BR<br>Kai 

Callum_Ashdown

Thanks again,

I just tried this and unfortunately the same result.
I then tried hardcoding the ticket key (e.g. go and look at key = key-1234). I also experimented with supplying the full URL within the automation step where I call the agent. Same result every time - it really does sound like an access issue but if I am the actor it shouldn't happen.