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SharePoint no longer available as a knowledge source for a Rovo chat bot?

Dennis Harter

Hi Community!

We have built an automation in our helpdesk for several customers in Jira where a customer-specific chatbot automatically creates an internal comment whenever a new customer request comes in. The comment contains the necessary steps to help support agents handle the case.

One of the knowledge sources configured for these agents was SharePoint. Unfortunately, it was previously not possible to select a specific folder — only SharePoint in general. Recently, however, it seems that SharePoint itself can no longer be selected at all.

Has this functionality been disabled? Will it be available again in the future? Or am I simply overlooking something?

Thank you in advance!

Accepted answers

Dr Valeri Colon (Connect Centric)

@Dennis Harter SharePoint support has not been removed from Rovo. Atlassian recently updated the SharePoint connector authentication model and existing SharePoint connectors may require admin reauthorization and updated Microsoft consent. Atlassian warns that connectors not refreshed can stop syncing and Rovo may rely on stale data. I'd recommend having your Atlassian admin review the SharePoint connector in Admin Hub and confirm it has been reauthorized since the SharePoint authentication upgrade.

https://community.atlassian.com/forums/Atlassian-AI-Rovo-articles/Action-Required-SharePoint-Connector-Auth-Upgrade/ba-p/3213138

All comments

Rebekka Heilmann (viadee)

Hi @Dennis Harter - welcome to the Community,

do you still see content from Sharepoint in Rovo search and/or is it accessible via Chat?

I doubt any feature is going away, maybe they are converting features into new/different skills. If the issue persists, ideally you (or one of your company's admin) open a request with support.atlassian.net

I don't have the Connector setup so I can't check

Dennis Harter

Hi @Rebekka Heilmann _viadee_

thanks for your answer. I linked the SharePoint folder into a Confluence page and added this Confluence page to the chatbot’s knowledge base. The chatbot was then able to find and partially read the relevant documents. So apparently, the AI agents now have standard access rights to SharePoint as well.

However, the behavior is still somewhat unclear and not nearly as precise or reliable as accessing knowledge that is stored directly in Confluence.

Maybe someone else can share their experience with this setup?

Bibek_ikuTeam_

Hello @Dennis Harter ,

could you please share a screen shot of the configuration?

"linked the SharePoint folder into a Confluence page and added this Confluence page to the chatbot’s knowledge base"

Are you using any app to access the sharepoint or it's just the sharepoint link added to the page content in confluence?

Best Regards,

Bibek

Dennis Harter

Hi @Bibek_ikuTeam_

it`s really just the sharepoint link added to the page content in confluence. Because right now i dont see another way of doing it.

My Chat-Bot Settings:

Knowledge: Read everything under Confluence Page "ABC"
In that Confluence Page "ABC": Link to sharepoint Folder (nothing else).
Promt (translated from german to english):

"Your main task is to support agents in analyzing tickets by researching and summarizing relevant information from previous tickets and from our documentation. Explain everything in a way that is easy to understand for non-developers (e.g. 1st/2nd level support staff).

Search SharePoint for the appropriate document (regardless of whether it is a PDF, ZIP, XLSX, or similar file type) and READ the file THOROUGHLY.

Explain which steps are necessary to help the customer.

If available, include one or more links to the SharePoint page or directly to the relevant document.

If nothing suitable is found, ask for additional information that is needed to locate the correct reference."

This works reasonably well, but it’s not really reliable yet. I’m wondering whether it’s possible to target specific SharePoint locations directly (similar to how it already works with Confluence), or if there’s already a better approach than the one I’m currently using.

Dr Valeri Colon (Connect Centric)

https://community.atlassian.com/forums/Atlassian-AI-Rovo-articles/Action-Required-SharePoint-Connector-Auth-Upgrade/ba-p/3213138

Dennis Harter

@Dr Valeri Colon _Connect Centric_

thanks for the Info! Will contact our Admin and hope he will follow the guide and fix the issue.

Cheers

Dr Valeri Colon (Connect Centric)

Cheers!

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