Use ROVO to choose the correct Work Type and Request Type to automatically create an Issue

Question

Hello,

From a Portal, a ROVO Scenario needs to create a Ticket. I would like ROVO to automatically determine the Work Type (there are 3: [System] Service request, [System] Problem, [System] Change) and use this Work Type to create the ticket.

But at the same time, I want it to determine the "Request Type" corresponding to the Work Type (in the same order: General Help, Investigate a problem, Request a change).
I've been testing this for over a week, also with Gemini and ChatGPT, and the "Request Type" field remains permanently empty. I've tried mapping it to its name or its ID, but without success. Do you have any suggestions for the instructions to use for this?

The agent's search and solution proposal function works, but if the solution is rejected and the "Create Ticket" function is used, the agent must (for example):
1) Determine if it's a simple question, a change request, or a breakdown or incident, based on the user's question.
2) Based on this, prepare the ticket with the determined Work Type and its associated Request Type.

Is this possible?

Thanks for your help

Bernard Van Heuverswyn · Answer

Hi John, Thanks for the idea.

I started using Rovo three weeks ago and am currently setting up my first real-world test project.

I like the idea of ​​using an automation rule, but I'm not quite sure how to specify what the rule should do.

I'm relying on Rovo's AI to "understand" and categorize the user's request.
In the sidebar chat, the AI ​​analyzes the request and, based on its findings, creates an issue with an "Issue Type/Work Type" of either "General Question," "Change Request," or "Incident."

It's true that if I already have this information, I can use an automation rule to update the Request Type displayed in the Portal.
So my question is how to automatically configure the AI ​​to determine this Issue Work Type.

Thanks

Bernard

John Funk · Answer

Hi Bernard,

Are you just wanting to learn Rovo? Is this not a scenario you could use with an automation rule?