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My new AI agent is not creating task to my project.

Albert Garrell Clusella_g1x72n

My AI agent is not creating work itmes in my service management board when my client ask for human help. this was a feature proveed in preprod stach and it was working, now that i have it in producction is no longger working, even de AI is telling de clients a ticket is open, it is not.

I neew help with the configuration to get back when tickets where open automatical.

Thanks.

Accepted answers

Marc -Devoteam-

Hi @Albert Garrell Clusella

Welcome to the community.

We are user like you and can't access you instance.

Can you provide details of the setup in sandbox or project you tested in, and how the setup is done in Prod now.

Did you train the agent on prod, as you did on per-prod (sandbox)?

All comments

Marc -Devoteam-

Hi @Albert Garrell Clusella

Welcome to the community.

We are user like you and can't access you instance.

Can you provide details of the setup in sandbox or project you tested in, and how the setup is done in Prod now.

Did you train the agent on prod, as you did on per-prod (sandbox)?

Albert Garrell Clusella_g1x72n

Hi,

Thanks for your reply.

Here are the details of our setup:

We are using Customer Service Management. We created a Customer Experience environment, and from there we configured the basic AI setup that the platform offers.

We connected some basic information/knowledge so the bot can answer simple customer questions.
If a client reports an error, a ticket should be created in the project linked to the Customer Experience ("Atención al Cliente") and include the conversation transcript.

Environment used for testing

We did not use a Jira sandbox instance.
We configured the AI in our pre-production environment (not sandbox), tested it there, and once it was validated, we moved/merged it to production.

Current status in production

The AI is currently answering questions correctly based on the information provided, so that part is working.
However, it is not creating/raising tickets when the customer reports an issue.

Training in production

There was no complex training process. The AI setup is quite simple and mostly configuration-based.
We configured it in pre-production first and then moved it to production (we did not do a separate full training process in prod).

So in summary: the AI responses work, but the ticket creation flow is not working in production.

Marc -Devoteam-

Hi @Albert Garrell Clusella

Is the agent related to the correct space?

Does the agent have permissions on the space?

Albert Garrell Clusella_g1x72n

I think it is correctly linked to the space, since I always set it up through the space itself. Regarding the permissions, that’s something I’m still missing, and I don’t know how to configure it properly. I remember seeing once how to link each issue type to a channel.

If it helps, I’m using the embedded chat in my software as support.

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