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Rovo Agent

Maurice Adams

This week, my employees are having issues with the Rovo Agent I created doing a proper handoff of info and creating a ticket from the requested information. For most users, it has been showing verbiage that is has created a ticket, but when I look in the queue is has not.

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Trudy P Claspill

Hello @Maurice Adams

(Disclaimer: I don't have much experience yet with creating Rovo agents.)

Does the Rovo agent respond with the key for the created item? If not can that be added to you get some confirmation of the actual issue it created?

Maurice Adams

It does, but the key is fake. It creates a random number with the correct Key. If I look up the key and number given, it is always to an old request/ticket we have resolved and closed. I am wondering if there is something with the new LLM. I moved us to us last week of March, but have not seen this issue until this week with some users, not all.

John Funk

Hi Maurice,

In my experience, I have to keep having the dialogue with Rovo. So run the Agent and it if says it created the work item and gives you a work item key, then verify it. If it says the key doesn't exist, then tell Rovo that key does not exist. If it gives you a key for an already existing work item, then tell Rovo that. Keep giving Rovo information what what is wrong.

I was trying to get run an agent before and 5 times I had to tell Rovo it was wrong and what was wrong about it. Eventually it gave me something that worked. But never trust it will give you the right result the first time until you can very it gives you what you want on multiple attempts.

Maurice Adams

I will have my users that were having this issue attempt that next week and see what we get. I know that is a normal thing with some AI, but the output it was giving was off as we have been using it since November so it should know what we need it to do I would feel.

John Funk

Rovo doesn't always remember things like that. It's not personalized like other AI's

Dr Valeri Colon (Connect Centric)

@Maurice Adams what you’re seeing can happen—Rovo may say it created a ticket even when the action failed. It’s usually due to missing required fields, permissions, or validation rules, and the failure isn’t always surfaced clearly.

Best practice: add a confirmation step (retrieve the issue after creation) to verify success.

Also to @Trudy P Claspill and @John Funk two of my favorite champions.

Maurice Adams

It still gives me a fake key. This all started happening last week. Before that, my AI bot worked fine, even after the LLM change I did prior to the cutover date

Trudy P Claspill

Hello @Maurice Adams

Were you able to resolve this issue?

If not would you be willing to share the details of the agent configuration, and the full dialog where a bogus issue key was provided?

Maurice Adams

I resolved this by adding the live agent skill. That was not needed prior on the older LLM.

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