Raise a request with ROV agent in JSM portal

Martin Junek

Hey, everyone!

We are trying to utilize the Rovo agents in the portals. We've got an internal help center, so most of the users who are raising the requests can co-operate with Rovo agent in the portals (they are licenced). 

I created an agent and configured it a Raise a request skill. The agent is now able to create requests, but I wanted a bit more - I have the request types with mandatory fields and mandatory Form fields. I wasn't able to configure the agent in the way which would lead to him wanting me to give him the mandatory fields for specific request types. 

A chatted with the agent and it seems Rovo agents completely don't see the Jira space configurations (workflows, request types, ...). I can imagine I'll write the whole configuration of request types into the agent description and maybe it'll work, but that's a workaround we won't go through.

So I'm here for some ideas, if anybody else solves the similar use case and found a solution, or I'm just missing something? Or maybe agents will be able to do it in the near future, since I know the Raise a request skill was still in BETA recently.

Rebekka Heilmann (viadee)

Hi @Martin Junek 

"Raise a request" doesn't work with JSM Forms fields. So if you're request is using both Jira fields and an attached form, Rovo will not be able to populate all information.

Rovo also does not have access to any configurations (yet - Rovo for Admins is in closed EAP now).

There is usually no need to describe a request to Rovo as it should be fairly self explanatory anyway. However, getting Rovo to request specific information from the user is also difficult outside of JSM in my experience. It usually just pulls the information from whatever text the user has provided.

Rovo for JSM at the moment feels more like a Knowledge Base helper, where Rovo can pull the correct articles for a user. Raising request still has so many limitations that I've not found it super helpful yet. But: the feature is basically in its first iteration so I expect great improvements in the next few months.