I am trying to configure Rovo Agents to ensure that comments added to tickets are classified as INTERNAL ONLY, but my attempts to enforce this behavior using agent instructions (both directly within the agent and through referenced "source of truth" documentation in Confluence) have been unsuccessful. Here are the current instructions I've provided to the agent: Instructions: When adding a comment, classify its visibility as INTERNAL ONLY. * Rule 1: Restrict the comment's visibility to 'Agents' or 'Internal' in the ticketing system and confirm the action immediately. * Rule 2: Do not allow comments to be visible to external users or non-agents under any circumstances. * Rule 3: Never add public comments to tickets. * Rule 4: Confirm that the restriction to internal visibility was successful after each action. If unsure, flag the issue instead of proceeding. If any of these rules are violated, the operation should fail. Despite this, the Rovo Agent continues to add public or externally visible comments to test tickets. Has anyone successfully configured Rovo Agents to reliably enforce internal-only visibility for ticket comments? If so, what approach worked for you?

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How can I get a Rovo Agent to only add internal comments on tickets?

Vince Murphy

I am trying to configure Rovo Agents to ensure that comments added to tickets are classified as INTERNAL ONLY, but my attempts to enforce this behavior using agent instructions (both directly within the agent and through referenced "source of truth" documentation in Confluence) have been unsuccessful.

Here are the current instructions I've provided to the agent:

Instructions:

When adding a comment, classify its visibility as INTERNAL ONLY.

Rule 1: Restrict the comment's visibility to 'Agents' or 'Internal' in the ticketing system and confirm the action immediately.
Rule 2: Do not allow comments to be visible to external users or non-agents under any circumstances.
Rule 3: Never add public comments to tickets.
Rule 4: Confirm that the restriction to internal visibility was successful after each action. If unsure, flag the issue instead of proceeding.

If any of these rules are violated, the operation should fail.

Despite this, the Rovo Agent continues to add public or externally visible comments to test tickets.

Has anyone successfully configured Rovo Agents to reliably enforce internal-only visibility for ticket comments? If so, what approach worked for you?

Accepted answers

Mikael Sandberg

Are you using the agent as part of an automation? If you do then you can take the output from the agent and add it as an internal comment.

All comments

Mikael Sandberg

Are you using the agent as part of an automation? If you do then you can take the output from the agent and add it as an internal comment.

Vince Murphy

Hi Mikael,

Thank you for your response. To clarify, I am not currently using automation with the Rovo Agent at this time.

The Rovo Agent is primarily utilized by my Support Team managers to review the Support Agents’ backlog. This includes focusing on elements such as:

The last client communication date/time
Summaries of client comments
Recommendations, and other relevant details

In the context of user-agent collaboration, once the Support Agent’s backlog has been reviewed, my Support Team managers wish to leverage the Rovo Agent to add comments on specific tickets. These comments would serve as directives to the assigned Support Agent to update the ticket or follow up accordingly.

This is where problem comes in ,as the Rovo Agent will add comments to tickets it is asked to - but they are externally facing. I cannot figure out (in this context) how to ensure they’re marked as internal only (making this portion of the Rovo Agent less effective for our needs, as having internal comments is a must in our environment).

Mikael Sandberg

Okay, I ran a quick test and it doesn't look like you can add internal notes, the action you associate with the agent can only add comments which are customer facing.

When the support manager reviews tickets, is that done on individual tickets or on a group of tickets? If it in an individual ticket you could use a manual automation that uses the Rovo agent and adds the comment as internal.

Vince Murphy

TY Mikael. As the Support Managers will add comments on select tickets, I will try out your suggestion for manual automation.

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