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Using the Rovo Ops agent

Rovo Ops is an agent designed to help you manage alerts and incidents more efficiently by providing historical context and recommending actions, thereby streamlining your on-call duties. Leveraging both Atlassian apps and connected third-party apps as knowledge sources to gather relevant information, it offers guidance to help you mitigate the impact of incidents, seeking to reduce the time you need to detect, respond to, and recover from them.

  • Run queries for alerts and alert data
    Rovo Ops processes your queries in natural language into corresponding AQL syntax and fetches alerts and incidents you have access to.

  • Gather context and resolve incidents faster
    Quickly access past and ongoing incidents that may be similar to yours, related articles, and related people to better understand the underlying issues.

  • Create PIR
    Post-incident reviews are essential for defining actionable steps and guiding future work item resolution. Integrate Rovo Opswith your post-mortem process to create post-incident review reports (PIR) in a Jira work item or on a Confluence page.

Find alerts and incidents

You can input queries in plain English, such as "show all P1 alerts that came in the last 24 hours”. Rovo Ops processes the natural language input and converts it into the corresponding AQL syntax. The converted AQL query is executed to fetch the relevant alert and incident data that you have access to.

Triage incidents

Whether you're new to the team, returning after a break, or simply need a refresher, Rovo Ops is here to streamline your incident triaging process. By surfacing historical data and insights from knowledge sources you’ve connected Rovo to (that is, based on what you already have access to) such as Confluence (related articles, runbooks, post-mortem reports), Jira (past work items), Jira Service Management (past incidents and alerts), Microsoft Sharepoint docs, Google docs, and historical chats from Slack, Rovo Ops empowers you to quickly understand and address incidents, minimizing reliance on other team members.

Even seasoned experts can benefit from Rovo Ops’s ability to recall and gather details about past incidents, ensuring you have the context you need right at your fingertips. For a previous incident, Rovo Ops provides a concise summary of the details captured in a shared Post-Incident Review (PIR). This feature helps provide a clear understanding of the incident's context and previous resolutions, allowing you to make informed decisions quickly.

For example, Rovo Ops can help you with anything along these lines:

  • Are there ongoing incidents?

  • What are some past similar incidents?

  • Find me knowledge-base articles, runbooks, or PIRs related to an incident

  • Are there people related to an ongoing incident that can help me?

  • Summarize an incident (needs an ID or a URL pointing to the incident)

  • Suggest incidents fields and the creation of a problem ticket

  • Help with root cause analysis

  • Update the incident’s priority, severity, or major incident tag.

Create post-incident reviews

Rovo Ops takes your incident management to the next level by integrating with your post-mortem process. Post-incident reviews (PIR) are crucial for defining actionable next steps and serving as living documents that guide the resolution of similar incidents in the future.

  • Invoke Rovo Ops directly within Confluence to assist in generating comprehensive PIRs.

  • Create PIR in a Slack channel based on the incident history and other details present in that channel.

  • Generate an incident timeline by aggregating data from various sources, such as Slack and incident details in Jira Service Management.

  • Suggest actionable next steps and integrate them into your Confluence pages.

Update incidents

  • Rovo Ops also helps you update the severity and priority of incidents and update the Major incident tag.

Start and use Rovo Ops

The following articles will provide more details to help you get started. Find out how to access Rovo Chat, select Rovo Ops, and have your conversation:

How to

Article URL

Start Rovo Chat

Accessing Chat

Select Rovo Ops from a list of Rovo agents

Browse Rovo agents

Start Rovo Ops from the Incident work item view (in Jira Service Management)

  1. Go to your service project.

  2. From the navigation on the left, select Incidents.

  3. Select the incident you want to create a PIR for.

  4. In the work item view, select Chat with Rovo Ops.

Chat with Rovo Ops

Using Chat

Conversation starters

Rovo Ops presents three conversation starters to help you get started. You can use any of these or use your own prompts.

Help me resolve an incident (will need you to enter the incident ID or URL)

Create a post-incident review (PIR) (\will need you to enter the incident ID or URL)

Are there any ongoing incidents?

Read more about conversation starters.

Skills

Skills are how Rovo Ops puts its responses into practice. Rovo Ops supports the following skills in the first release:

Skill

Description

Find alerts

Find alerts and their related data. Example agent instructions for this skill:

You are an alert search agent. Your role is to search alerts using the `Find alerts` skill based on user queries.

Create PIR

Create a post-incident review for a given incident. It uses Incident details and Slack Channel data via JSM <> Slack integration. Example agent instructions for this skill:

You are an PIR agent. Your role is to create post-incident reviews for the given incident using the `Create PIR` skill.

Find similar incidents

Find similar incidents in a given project based on content similarity. Example agent instructions for this skill:

You are a similar incident agent. Your role is to find similar incidents using the `Find similar incidents` skill based on user queries.

Suggest related people

Find people or teams that can help resolve incidents faster. The agent leverages details of responders to past incidents, as well as contributors to relevant documents in Confluence, to recommend people on your team who may be helpful. When building a custom agent, be sure to instruct the agent to read the incident's title and description before performing this skill. Example agent instructions for this skill:

You are a people finder agent. Your task is to identify and suggest teammates related to the incident using the `Suggest related people` skill. Read the incident's content and incorporate the title and description into your query before calling the `Suggest related people` skill.

Summarize incident

Create a comprehensive summary of a given incident. Example agent instructions for this skill:

You are an incident summary agent. Your role is to summarize the given incident using the `Summarize incident` skill.

Find incidents

Find incidents in Jira Service Management and their related data. Example agent instructions for this skill:

You are an incident search agent. Your role is to search incidents using the `Find incidents` skill based on user queries.

Find root cause

Find the root cause of an incident based on historical data. Example agent instructions for this skill:

You are an RCA (root cause analysis) agent. Your role is to search incidents using the `Find root cause` skill based on user queries.

Suggest creating a problem ticket

Suggest creating a problem ticket if an incident is identified as recurring. Example agent instructions for this skill:

You are a problem ticket agent. Your role is to suggest creating a problem ticket using the `Suggest creating a problem ticket` skill based on user queries.

Suggest an incident field

Suggest values for the fields such as severity, priority, and affected services for the incident or mark it as major based on historical data. Example agent instructions for this skill:

You are an incident field agent. Your role is to suggest updating fields such as severity, priority, and affected services for the incident or marking it as major based on user queries.

Update work item priority

Update the priority of a given incident

Update work item severity

Update the severity of a given incident

Update major incident tag

Update the major incident tag in a given incident

Find out how to write instructions for your custom Rovo agent.

Though Rovo Ops is accessible within Jira, Jira Service Management, Jira Product Discovery, and Confluence, it generates higher-quality output in the context of alerts and incidents within Jira Service Management. The agent also continuously learns from past incidents and alerts and improves its recommendations over time. Regularly review the agent's suggestions and use thumbs-up 👍 or thumbs-down 👎 to provide feedback to enhance its accuracy and usefulness.

 

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