Create service requests with Rovo agents
Use the Jira Service Management Create Request tool to let Rovo agents create Jira Service Management requests on behalf of help seekers through natural conversation.
What is the Create request skill?
The Create Request skill allows Rovo agents to gather information from a help seeker and create requests in Jira Service Management spaces.
This skill is purpose-built for Jira Service Management service desks and is the recommended choice for any agent that creates requests in Jira Service Management. The agent uses the skill to then properly categorized the request.
This is distinct from the general Create work item in Jira skill, which does not support Jira Service Management specific request types or portal workflows.
This skill is available with Rovo and requires Jira Service Management cloud.
How to use this skill
Guided conversation mode. The agent enters a focused conversation to collect all mandatory fields from the help seeker before creating the request.
Support for many field types. The skill dynamically retrieves all fields configured on the request type and supports a wide range of field types. View supported fields for the full list.
Dynamic field discovery. The skill queries the request type configuration at runtime, so the agent automatically adapts to the fields defined on each request type.
Conversation transcript on ticket. When a request is created, the agent includes a summary and a full transcript (in Slack only) of the conversation on the ticket.
And much more, including: Input validation to correct common formatting errors, the ability to handle different request types, or for the help seeker to update or edit field values before the request is submitted.
Set up the JSM Create Request skill
You need to add the skill to your agent in Studio and then enable the agent on your help portal.
Add the skill to your agent
Go to Studio in your Atlassian site.
Select the agent you want to configure, or create a new agent.
In the agent configuration, select Skills.
Search for and add JSM Create Request tool.
Remove Jira Create work item skill if it is present to avoid conflicts.
Select Save.
Add the agent to your portal
After adding the skill, you must activate Rovo and display the agent on your service desk portal.
Next to the name of your space in the sidebar, select More actions (•••), then Space settings.
Select Channels & self service, then Portal.
If not set up already, select Activate Rovo.
Scroll to Rovo agent, then select Select a Rovo agent that you’re an admin for.
Select a saved Rovo agent from the dropdown.
Toggle Display a Rovo agent on this portal to the right in the ON position.
Always use the JSM Create Request skill instead of the Jira Create work item skill in a Jira Service Management portal to avoid confirmation loops or errors.
Supported field types
The skill can collect information for most standard JSM fields in the conversational flow.
When a request type includes fields that cannot be filled conversationally (like Checkbox, Attachments), the skill provides the help seeker with a link to a pre-populated request form to fill in any remaining fields.
Fully supported field types
Summary
Description
Text field (single-line)
Paragraph (multi-line)
Number
URL
Date picker
Date time picker
Radio button
Checkbox
Select list (single choice)
Select list (multi-select)
Label
User picker (single)
Priority
Urgency
Partially supported field types
User picker (multiple)
Cascading select
Version picker
Not yet supported conversationally
Assets (CMDB)
Components
Attachment
Jira sprint
Fields like Group picker, Project picker, and Linked work items are system fields not exposed on portal forms, and are not picked up by the skill.
Was this helpful?