Using the Ops Guide Agent

Ops Guide is an Atlassian Rovo 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 products and connected third-party (3P) products 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
  Ops Guide 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 issue resolution. Integrate Ops Guide with your post-mortem process to create post-incident review reports (PIR) in a Jira issue 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”. Ops Guide 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, Ops Guide 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 issues), Jira Service Management (past incidents and alerts), Microsoft Sharepoint docs, Google docs, and historical chats from Slack, Ops Guide empowers you to quickly understand and address incidents, minimizing reliance on other team members.

Even seasoned experts can benefit from Ops Guide’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, Ops Guide 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, Ops Guide 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)

Create post-incident reviews

Ops Guide 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 issues in the future.

• Invoke Ops Guide 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.

Start and use Ops Guide

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

Conversation starters

Ops Guide 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.

Actions

Actions are how Ops Guide puts its responses into practice. Ops Guide supports the following actions in the first release:

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

Though Ops Guide 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.