Resolve work items with 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.
One of Request Resolver’s capabilities is resolution management. If resolution management is turned on for a service request type, Request Resolver can help you resolve those work items faster by generating a plan and then executing that plan autonomously or with your supervision.
Request Resolver works only on service request types.
Example
Let’s say you’ve set up Request Resolver, and you get a new request from an employee for a replacement laptop. Using knowledge connected to your Jira Service Management space, Request Resolver will suggest an action plan to resolve the work item.
A team member can review the plan, then add Request Resolver as an assignee so that it can start executing the action plan – for example, asking the requester for their mailing address, confirming their role matches the hardware they’ve asked for, provisioning the laptop in the system, and alerting the IT team to send the laptop once everything looks good.
Turn on resolution management for Request Resolver
To set up Request Resolver, you need to be a space admin, and have permission to access the Confluence spaces that you want Request Resolver to use as knowledge.
To turn on resolution management for Request Resolver:
Next to the name of your service space, select More actions (), then Space settings.
In the left navigation, select AI Agents.
On the Request Resolver card, select Get Started.
If you don’t have Knowledge linked, you will be prompted to link an existing knowledge or create a new one.
Choose or create a knowledge source that has the steps on how to resolve requests in your service desk. Make sure you add it as internal Knowledge base.
Once you have selected a knowledge source, select next.
Select the Request Types for which you want to enable Request Resolver, By default, all the request types are selected. Request Resolver will run in Supervised mode for these request types. Read more about execution modes.
Select Finish to complete setup
Request Resolver will begin working immediately on request types that have an execution mode (other than None) selected, and the employee onboarding journey capability will be on by default.
Resolve work items using Request Resolver
Resolving work items with Request Resolver works slightly differently depending on which execution mode has been selected for a request type. Read more about execution modes.
If Request Resolver is set to supervised for a request type
If Request Resolver is set to the supervised execution mode for a request type:
Open the work item in Jira Service Management.
In the Request Resolver section, open the plan to see a detailed view. Click on Review Plan to see a detailed view.
If you need to make changes to the plan, enter your desired changes in the chat window on the right.
For example, you may want to add a missing step, or remove a step that isn’t needed.
Make sure you explain your changes in as much detail as possible.
Once you’re happy with the plan, select Start Plan. This will add Request Resolver to the Assignee field along with you.
Under Resolution plan, you can watch the Request Resolver execute the plan in real time.
If Request Resolver needs to stop for any reason (e.g. it has low confidence about executing an action), it leaves a comment and tags the last team member assigned to the work item.
“Low confidence” actions are usually any irreversible actions – for example, for example, deleting files, closing work items, or sending external emails.
You can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan.
If Request Resolver is set to autonomous for a request type
If Request Resolver is set to the autonomous execution mode for a request type:
You won’t need to do anything – Request Resolver will generate a plan and start executing it.
If Request Resolver needs to stop for any reason (for example. it has low confidence about executing an action), it pauses and waits for one of your team members to intervene.
Low confidence actions are usually any irreversible actions – for example, deleting files, closing work items, or sending external emails..
To see which work items are paused when Request Resolver is working autonomously, you’ll need to check your custom field queue.
You can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan.
Request Resolver is a premium AI feature that consumes Rovo credits. Find out how Rovo credits work for premium AI features.
Was this helpful?