JSM AI not working in Cloud sandbox. "Try Again" message

[Erica Larson]

I've been trying to test AI in Jira Service Management but I keep getting an error that says "We couldn't get a response, please try again".  I've tried several different issues in different projects with 5+ comments on them. I've tried the Summarize and Action Items options.  Always get the same message and clicking the "Try Again" button does not work.

I have not added it to my production environment because I want to test the features first.

[Davide Giglioli]

Same for me 

[Ethan Yew]

Hi @Erica Larson thanks for flagging the issue here! We have recently released a fix for this bug which should have resolved the problem for you and other Jira Service Management customers. Can you confirm that you're still seeing this error? cc @Davide Giglioli 

Note: if the error persists, please make sure to retest following a hard refresh of your browser to rule out any potential caching issues.

[Davide Giglioli]

hello, the issue is fixed. Thanks!

[Erica Larson]

After some 1:1 discussion with Ethan, we determined the feature does not work as I was expecting...yet.  

From @Ethan Yew "Currently the Summarize and Find action items features only scan the content contained immediately in the comment you're typing, or the description of the ticket you're currently editing. When there is no content present, an error will be thrown, as it doesn't detect any content to pass in to AI. We're currently working on improving our features to not just source data from the comment you're currently editing, but all content in a Jira ticket for example. This could include data from comments and field values."

[Sandra Axelsdottir]

I experienced the same issue today when testing on my sandbox. I can only use "brainstorm".