Get started with Request Resolver

Request Resolver is an AI teammate that can help you work more efficiently in Jira Service Management by automating common tasks.

Capabilities

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

Find out how to turn on resolution management, or turn on employee onboarding.

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:

1. Next to the name of your service space, select More actions (), then Space settings.

2. In the navigation on the left, select Request Resolver.

3. Select Configure under Resolution management.

4. Select Knowledge to view and manage what knowledge Request Resolver has access to.

5. 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:

1. Next to the name of your service space, select More actions (), then Space settings.

2. In the navigation on the left, select Request Resolver.

3. Select Configure under Resolution management.

4. Select Tools to see which third-party tools are available to use with Request Resolver.

5. 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

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 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.

Add relevant knowledge

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.

Configure tools for external actions

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

Improve and expand over time

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.

Here’s a simple rollout pattern:

1. Choose a low-complexity, repeatable request type.

2. Enable supervised mode for that request type.

3. Connect or create knowledge articles relevant to that request type.

4. Configure tools if the request requires actions in external systems.

5. Ask your team to review the generated resolution plans.

6. Review resolution outcomes and agent feedback

7. Update knowledge articles when gaps appear.

8. Expand to more request types once results are consistent.

9. Move to autonomous mode only when your team is confident in the result.

How Rovo credit usage is calculated for Request Resolver

Request Resolver usage is measured by Rovo credits. Each time Request Resolver generates a resolution plan for a service request, your organization uses 100 credits from its total allowance. More about Rovo credit usage

Request Resolver works in two steps to resolve incoming service requests. Credits are used for the initial planning phase:

1. Request Resolver analyzes the incoming request and creates a plan to resolve it. This step uses 100 Rovo credits.

2. It carries out the steps in the plan to resolve the request. This step doesn’t use any credits.

Any follow-up work required to resolve the request after the plan is generated is also included in the initial 100-credit usage.

What counts as usage

• Generating a resolution plan: You are charged once per service request at the point a resolution plan is generated. This step uses 100 Rovo credits.

• Supervised vs. autonomous mode: Credits used is the same regardless of whether Request Resolver runs in supervised or autonomous mode.

What doesn’t count as usage

• Regenerating plans: If a plan is regenerated for the same service request, you are not charged again. A single service request only ever uses credits once.

• Unsuccessful generation: If Request Resolver is unable to generate a resolution plan for a request, no credits are used.

• Executing a resolution plan: Carrying out the steps to resolve the request do not consume Rovo credits.

• Refining a plan: Reviewing, correcting, or adjusting a generated plan through the chat or UI does not consume credits.

For example, If your team receives 1,000 service requests in a month and Request Resolver generates resolution plans for 300 of them:

• Plans generated: 300

• Credits per plan: 100

• Total usage: 30,000 Rovo credits

This total usage covers both the generation of those 300 plans and any subsequent execution or editing needed to resolve those specific requests. The remaining 700 requests handled by other means do not consume any credits.

Organization admins can track Rovo credit usage in Atlassian Administration.

To view your usage:

1. Go to Atlassian Administration. Select your organization if you have more than one.

2. Select Insights, then Platform usage.

3. From here, you can view your total credit allowance, current usage, app-level trends, user-level usage, and which features are consuming credits.

When you reach your usage limit, Request Resolver continues without interruption if extra usage is enabled. Organization and billing admins set Rovo credit usage limits and have controls to adjust limits as needed. Admins are notified at 80% and 100% usage, and extra usage is charged on your next invoice. More about extra usage

If you need to use more than your total allowance, you can also consider purchasing usage packs.