Resolve work items 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 agent that can help you work more efficiently in Jira Service Management.
One of Rovo Service’s capabilities is resolution management. If resolution management is turned on for a request type, Rovo Service can help you resolve those work items faster by generating a plan and then executing that plan autonomously or with your supervision.
Example
Let’s say you’ve set up Rovo Service, and you get a new request from an employee for a replacement laptop. Using knowledge connected to your Jira Service Management space, Rovo Service will suggest an action plan to resolve the work item.
A team member can review the plan, then add Rovo Service 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 Rovo Service
To set up Rovo Service, you need to be a space admin, and have permission to access the Confluence spaces that you want Rovo Service to use as knowledge.
To turn on resolution management for Rovo Service:
Next to the name of your service space, select More actions (), then Space settings.
In the navigation on the left, select Rovo Service.
Under Resolution management, select Configure.
Select Knowledge and make sure Rovo Service has access to knowledge.
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.
Under Execution, select an execution mode for the request types that you want Rovo Service to work on. Read more about execution modes.
Rovo Service 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 Rovo Service
Resolving work items with Rovo Service works slightly differently depending on which execution mode has been selected for a request type. Read more about execution modes.
If Rovo Service is set to ‘autonomous’ for a request type
If Rovo Service is set to the autonomous execution mode for a request type:
You won’t need to do anything – Rovo Service will generate a plan and start executing it.
If Rovo Service needs to stop for any reason (e.g. 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 Rovo Service is working autonomously, you’ll need to check your custom field queue.
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
If Rovo Service is set to ‘supervised’ for a request type
If Rovo Service is set to the supervised execution mode for a request type:
Open the work item in Jira Service Management.
If the work item is unassigned, assign it to yourself.
Under Resolution plan on the right, select Review and assign to review the plan in more detail.
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 Assign Rovo Service. This will add Rovo Service to the Assignee field along with you.
Under Resolution plan on the right, you can watch Rovo Service execute the plan in real time.
If Rovo Service 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 Rovo Service from working at any time by going to the work item and selecting Stop under Resolution plan on the right.
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