Use a Rovo agent to sync conversations between Slack and JSM
Discover how to use a Rovo agent to sync conversations between Slack and Jira Service Management (JSM), and automatically create JSM work items from Slack threads.
Note that in order to set up a Rovo agent in your Slack channel:
You need to be an organization admin/Slack admin
Rovo must be activated on your site
You need to be using a Standard, Premium or Enterprise plan
You should also ensure to deactivate any live virtual service agents first or remove the Assist app from your Slack channel.
If you already have a Rovo agent with the Raise a request skill connected to your Slack channel, this feature will automatically be available for you. Otherwise, you can follow the steps outlined in this article to set up this feature.
Create a Rovo agent with the ‘Raise a request’ skill
Select Studio from the app switcher
Go to Agents
Select Create an agent in the top right navigation of Studio. A dropdown will appear.
Select Rovo agent
In the creation window, select Skip to manual step.
Under Default scenario, select Instructions, then provide a prompt for how the agent should respond.
Select Knowledge, then Jira Service Management, and add all relevant help center projects to link their respective knowledge bases.
Select Skills, then Jira Service Management, then Raise a Request. You can also add any other relevant skills you like.
Select Test, then evaluate the agent’s responses and optimize its instructions, knowledge, and skills as needed.
Select Activate to publish the agent.
Add the Rovo Agent to Slack
In order to use the agent within Slack, you need to have installed the Rovo Slack app and use a Slack channel for support requests. How do I install and use the Rovo Slack app?
Once you have the Slack app installed on your device:
@ mention Rovo, and invite it to your desired channel.
Type /rovo add
Choose between Rovo or a custom Rovo agent from your organization. You do this by providing the agent’s URL, which you can copy from the More menu (…) on the agent’s profile.
If you only want the agent to respond to certain messages, you can configure keyword triggers - such as
!disturbed. Otherwise, the agent will respond to every message sent in the channel.
Test conversation syncing between JSM and Slack
Once the agent has been configured and added to your Slack channel, you can test it to ensure it’s functionality as expected:
In Slack, enter your keyword trigger (if you have one), followed by a message that describes an issue you are having. For example - “!disturbed - my VPN is not working”.
Once Rovo responds in the thread, it will ask if you want to Create JSM Request about this issue.
If you do, select Review and submit.
Review the details that will be used to create the JSM work item, and make any necessary edits.
Select Create. The agent will respond in the Slack thread with a link to the JSM work item it generated.
Open the JSM work item link. You should be able to see your comments from Slack in the work item’s comment section.
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