Get started with 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 teammate that can help you work more efficiently in Jira Service Management by automating common tasks.
Capabilities
Today, Rovo Service has two capabilities: resolution management and employee onboarding.
Resolution management allows Rovo Service 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 Rovo Service to quickly create an employee onboarding journey type, and edit individual employee onboarding journeys.
Turn on Rovo Service
Find out how to turn on resolution management, or turn on employee onboarding.
Manage Rovo Service’s knowledge
Rovo Service 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 Rovo Service has access to:
Next to the name of your service space, select More actions (), then Space settings.
In the navigation on the left, select Rovo Service.
Select Configure under Resolution management.
Select Knowledge to view and manage what knowledge Rovo Service has access to.
Select Knowledge base settings, then Internal to add knowledge that only AI agents (including Rovo Service), service team agents, and admins can access.
Rovo Service 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 Rovo Service’s tools
Third-party tools allow Rovo Service to perform actions automatically. To manage Rovo Service’s tools:
Next to the name of your service space, select More actions (), then Space settings.
In the navigation on the left, select Rovo Service.
Select Configure under Resolution management.
Select Tools to see which third-party tools are available to use with Rovo Service.
Follow the prompts to authenticate or configure third-party tools so that Rovo Service can use them.
Best practices for resolution management with Rovo Service
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 Rovo Service
Choose the right request types
Improve the setup over time by starting with low-risk, focused, and repeatable request types. Resolution management works best for request types that are well understood and handled in a similar way each time.
Some examples include, common access requests, account help or password resets, license requests, and requests that are frequently routed to specific teams.
Start with supervised mode
We recommend that you start with the supervised mode before using the autonomous mode. More about execution modes in Rovo Service
Supervised mode lets your team validate resolutions plans generated by Rovo Service before they decide whether to assign the work to Rovo. 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.
Add relevant knowledge
Rovo Service 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 Rovo Service plans, they can identify gaps, outdated steps, or unclear instructions in the source material.
Improving the underlying knowledge helps Rovo Service generate better plans over time.
Configure tools for external actions
Tools allow Rovo Service 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. Rovo Service can only use tools that have been connected and configured for your space. How to manage Rovo Service’s tools
Improve and expand over time
It’s best to approach setting up Rovo Service as an iterative process. Starting small helps your team learn how Rovo Service performs, improve the supporting knowledge, and scale resolution management safely.
Here’s a simple rollout pattern:
Choose a low-complexity, repeatable request type.
Enable supervised mode for that request type.
Connect or create knowledge articles relevant to that request type.
Configure tools if the request requires actions in external systems.
Ask your team to review the generated resolution plans.
Review resolution outcomes and agent feedback
Update knowledge articles when gaps appear.
Expand to more request types once results are consistent.
Move to autonomous mode only when your team is confident in the result.
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