Execution modes in Rovo Service
Rovo Service is not HIPAA compliant. You should not use Rovo Service for sites or projects that handle protected health information (PHI).
Rovo Service 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 Rovo Service works autonomously, or seeks approval from team members before performing actions when resolving work items. Read more about Rovo Service, and find out how to set execution modes, or read more about how Rovo Service can help resolve work items.
Rovo Service 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:
Rovo Service 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 Rovo Service not having access to something it needs – for example, an onboarding work item might want Rovo Service 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 Rovo Service 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 Rovo Service works before switching to autonomous mode
When a request type’s execution mode is set to supervised:
Rovo Service proposes a plan to resolve a work item, then waits for a team member to select Assign Rovo Service.
Once a team member assigns Rovo Service to the work item, it starts executing each step in order, marking each one as complete and updating the work item.
If Rovo Service 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, Rovo Service tags the team member in a comment and pauses.
Once a team member unblocks Rovo Service, they can select Resume plan and Rovo Service will continue working.
Team members can stop Rovo Service 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.
When a request type’s execution mode is set to autonomous:
Rovo Service assigns itself to the work item, and starts working immediately.
If Rovo Service 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 Rovo Service, they can select Resume plan and Rovo Service will continue working.
Team members can stop Rovo Service 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 Rovo Service in ‘autonomous’ mode
To track work items that Rovo Service is working autonomously on, we recommend that you:
Create a custom field. Use the Text Field (read only) field type, and name it Rovo Service status (case sensitive).
Add your ‘Rovo Service status’ custom field field to all request types that Rovo Service 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 ‘Rovo Service status’ custom field to the relevant request types.
Track work items that Rovo Service is assigned to by creating a queue that uses a filter to show all work items with your ‘Rovo Service 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 Rovo Service 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
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