Get started with Request Resolver
Rovo Service is now Request Resolver. If you're searching for Rovo Service documentation, you're in the right place.
Request Resolver is not HIPAA compliant. You should not use Request Resolver for sites or projects that handle protected health information (PHI).
Request Resolver is an AI teammate that can help you work more efficiently in Jira Service Management by automating common tasks.
機能
Today, Request Resolver has two capabilities: resolution management and employee onboarding.
Resolution management allows Request Resolver to help your team resolve work items quickly by generating a plan and then executing that plan autonomously or with your supervision.
Employee onboarding allows Request Resolver to quickly create an employee onboarding journey type, and edit individual employee onboarding journeys.
Turn on Request Resolver
解決管理または従業員オンボーディングを有効にする方法をご確認ください。
Manage Request Resolver’s knowledge
Request Resolver uses information from your space’s internal knowledge base to help you resolve work items. It may also use knowledge to share information with your help seekers. To manage the knowledge that Request Resolver has access to:
サービス スペース名の横で [その他のアクション] () > [スペース設定] の順に選択します。
In the navigation on the left, select Request Resolver.
[解決管理] の下の [設定] を選択します。
Select Knowledge to view and manage what knowledge Request Resolver has access to.
Select Knowledge base settings, then Internal to add knowledge that only AI agents (including Request Resolver), service team agents, and admins can access.
Request Resolver will only ever show help seekers information that they have permission to see, or that has been approved by a Jira Service Management team member.
Manage Request Resolver’s tools
Third-party tools allow Request Resolver to perform actions automatically. To manage Request Resolver’s tools:
サービス スペース名の横で [その他のアクション] () > [スペース設定] の順に選択します。
In the navigation on the left, select Request Resolver.
[解決管理] の下の [設定] を選択します。
Select Tools to see which third-party tools are available to use with Request Resolver.
Follow the prompts to authenticate or configure third-party tools so that Request Resolver can use them.
Best practices for resolution management with Request Resolver
If you’re enabling resolution management for service requests, here’s some best practices to keep in mind when you start. More about resolving work items with Request Resolver
適切なリクエスト タイプを選択する
低リスクの焦点を絞った繰り返し可能なリクエスト タイプから始めることで、徐々にセットアップを改善します。解決管理は、十分に理解され、毎回同様の方法で処理されるリクエスト タイプに最も適しています。
例として、一般的なアクセス リクエスト、アカウントのヘルプやパスワードのリセット、ライセンス リクエスト、特定のチームに頻繁にルーティングされるリクエストなどがあります。
監視モードから始める
We recommend that you start with the supervised mode before using the autonomous mode. More about execution modes in Request Resolver
Supervised mode lets your team validate resolutions plans generated by Request Resolver before they decide whether to assign the work to Request Resolver. This helps your team build confidence while staying in control of the final action. Once your team sees consistent, successful results for a request type, you can consider moving that request type to autonomous mode.
関連するナレッジを追加する
Request Resolver uses the knowledge base connected to your service space to help resolve work items. This knowledge can include articles, runbooks, troubleshooting guides, and other approved information your team uses to handle requests. More about using knowledge base in Jira Service Management
Your knowledge doesn’t need to be perfect to start with. Begin with the most relevant articles or runbooks for the request type you’re enabling. As your team reviews Request Resolver plans, they can identify gaps, outdated steps, or unclear instructions in the source material.
Improving the underlying knowledge helps Request Resolver generate better plans over time.
外部のアクション用のツールを設定する
Tools allow Request Resolver to take action outside of Jira Service Management. If a request type requires action in another system, such as an identity or access management tool, configure the relevant tool. Request Resolver can only use tools that have been connected and configured for your space. How to manage Request Resolver’s tools
時間をかけて改善および拡張する
It’s best to approach setting up Request Resolver as an iterative process. Starting small helps your team learn how Request Resolver performs, improve the supporting knowledge, and scale resolution management safely.
シンプルなロールアウトのパターンを次に示します。
複雑性が低く繰り返し可能なリクエスト タイプを選択します。
そのリクエスト タイプで監視モードを有効にします。
そのリクエスト タイプに関連するナレッジ記事を接続するか、作成します。
リクエストが外部システムでのアクションを必要とする場合は、ツールを設定します。
生成された解決プランをレビューするようチームに依頼します。
解決結果とエージェントのフィードバックをレビューします
ギャップが生じた場合は、ナレッジ記事を更新します。
一貫した結果が得られたら、より多くのリクエスト タイプに展開します。
チームが結果に自信を持っている場合にのみ、自律モードに移行します。
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