Execution modes in 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 agent that can help you work more efficiently in Jira Service Management.
If you’re a space admin, you can choose whether Request Resolver works autonomously, or seeks approval from team members before performing actions when resolving work items. Read more about Request Resolver, and find out how to set execution modes, or read more about how Request Resolver can help resolve work items.
Request Resolver has two execution modes: supervised and autonomous. You can change the execution mode for a request type at any time.
Regardless of the execution mode you choose:
Request Resolver will pause and wait for a team member to intervene if it encounters a step that it has low confidence in executing. ‘Low confidence’ actions can include:
Irreversible actions – for example, deleting files, closing work items, or sending external emails.
Actions that can’t be completed due to Request Resolver not having access to something it needs – for example, an onboarding work item might want Request Resolver to set up a meeting with the new employee and their manager, but it doesn’t have access to their Google Calendars.
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.
Supervised
We recommend using the supervised execution mode for request types where:
more control is desired over how work items are completed
resolution plans for similar requests may change depending on the details of the request
the team wants to see how Request Resolver works before switching to autonomous mode
When a request type’s execution mode is set to supervised:
Request Resolver proposes a plan to resolve a work item, then waits for a team member to select Assign Request Resolver.
Once a team member assigns Request Resolver to the work item, it starts executing each step in order, marking each one as complete and updating the work item.
If Request Resolver encounters a step that needs a tool that isn’t configured yet, or has low confidence about executing a step without a team member’s review, Request Resolver tags the team member in a comment and pauses.
Once a team member unblocks Request Resolver, they can select Resume plan and Request Resolver will continue working.
Team members can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan on the right.
Autonomous
We recommend using the autonomous execution mode for request types where sensitive data is unlikely to be present and the resolution plan is likely to be consistent, for example:
app access, group access, or distribution lists
“How do I?” questions about internal systems
hardware, software, and project access questions
Autonomous mode is not available for any onboarding request types.
Autonomous mode is not suitable or designed for situations and issues that could amount to automated decision making that have a legal or similarly significant effect on individuals.
When a request type’s execution mode is set to autonomous:
Request Resolver assigns itself to the work item, and starts working immediately.
If Request Resolver can’t generate a plan, encounters a step that needs a tool that isn’t configured yet, or has low confidence about executing a step without a team member’s review, it pauses and waits for a team member to intervene.
To track paused work items in autonomous mode, follow the instructions to add a custom field below.
Once a team member unblocks Request Resolver, they can select Resume plan and Request Resolver will continue working.
Team members can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan on the right.
Add a custom field to track Request Resolver in ‘autonomous’ mode
To track work items that Request Resolver is working autonomously on, we recommend that you:
Create a custom field. Use the Text Field (read only) field type, and name it Request Resolver status (case sensitive).
Add your ‘Request Resolver status’ custom field field to all request types that Request Resolver will be working autonomously on.
If your site has only company-managed spaces, add the field at the site level and it’ll be applied to all spaces.
If your site has only team-managed spaces, add the field to each space individually.
If your site has a mix of company-managed and team-managed spaces, add the field at the site level to apply it to the company-managed spaces. Then, in each team-managed space, go to Space settings, then Fields, and add your ‘Request Resolver status’ custom field to the relevant request types.
Track work items that Request Resolver is assigned to by creating a queue that uses a filter to show all work items with your ‘Request Resolver status’ custom field. Find out how to create a queue.
Example actions
To help you decide which execution mode is right for a request type, here are some examples of actions that Request Resolver might be able to perform:
Update fields – for example, changing the person in the Assignee field so that a work item goes to the right person
Communicate with the requester – for example, leave a comment on a work item asking the requester for their email address
Execute third-party actions – execute actions in third-party tools like Okta and IdentityNow, but only if already configured
Was this helpful?