Resolve work items with Request Resolver
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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 agent that can help you work more efficiently in Jira Service Management.
One of Request Resolver’s capabilities is resolution management. If resolution management is turned on for a service request type, Request Resolver can help you resolve those work items faster by generating a plan and then executing that plan autonomously or with your supervision.
Request Resolver works only on service request types.
例
Let’s say you’ve set up Request Resolver, and you get a new request from an employee for a replacement laptop. Using knowledge connected to your Jira Service Management space, Request Resolver will suggest an action plan to resolve the work item.
A team member can review the plan, then add Request Resolver as an assignee so that it can start executing the action plan – for example, asking the requester for their mailing address, confirming their role matches the hardware they’ve asked for, provisioning the laptop in the system, and alerting the IT team to send the laptop once everything looks good.
Turn on resolution management for Request Resolver
To set up Request Resolver, you need to be a space admin, and have permission to access the Confluence spaces that you want Request Resolver to use as knowledge.
To turn on resolution management for Request Resolver:
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.
[Resolution management (解決状況の管理)] で、[設定] を選択します。
Select Knowledge and make sure Request Resolver has access to knowledge.
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.
Under Execution, select an execution mode for the request types that you want Request Resolver to work on. Read more about execution modes.
Request Resolver will begin working immediately on request types that have an execution mode (other than None) selected, and the employee onboarding journey capability will be on by default.
Resolve work items using Request Resolver
Resolving work items with Request Resolver works slightly differently depending on which execution mode has been selected for a request type. Read more about execution modes.
If Request Resolver is set to ‘autonomous’ for a request type
If Request Resolver is set to the autonomous execution mode for a request type:
You won’t need to do anything – Request Resolver will generate a plan and start executing it.
If Request Resolver needs to stop for any reason (e.g. it has low confidence about executing an action), it pauses and waits for one of your team members to intervene.
「低信頼度」のアクションは通常、ファイルの削除、作業項目のクローズ、外部へのメール送信といった、取り消し不可能なアクションです。
To see which work items are paused when Request Resolver is working autonomously, you’ll need to check your custom field queue.
You can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan on the right
If Request Resolver is set to ‘supervised’ for a request type
If Request Resolver is set to the supervised execution mode for a request type:
Jira Service Management で作業項目を開きます。
作業項目が割り当てられていない場合は、ご自身に割り当ててください。
右側の [Resolution plan (解決計画)] の下で [Review and assign (レビューして割り当てる)] を選択し、計画をさらに詳しくレビューします。
計画に変更を加える必要がある場合は、右側のチャット ウィンドウに必要な変更を入力してください。
たとえば、不足しているステップを追加したり、不要なステップを削除したりしたい場合があります。
変更内容をできるだけ詳細に説明してください。
Once you’re happy with the plan, select Assign Request Resolver. This will add Request Resolver to the Assignee field along with you.
Under Resolution plan on the right, you can watch the Request Resolver execute the plan in real time.
If Request Resolver needs to stop for any reason (e.g. it has low confidence about executing an action), it leaves a comment and tags the last team member assigned to the work item.
「信頼度の低い」アクションは通常、ファイルの削除、作業項目のクローズ、外部へのメール送信など、取り消しできないアクションを指します。
You can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan on the right.
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