Using the Ops Expert agent
Rovo Ops is now Ops Expert. If you're searching for Rovo Ops documentation, you're in the right place.
Ops Expert 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
Ops Expert 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 Ops Expert with 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”. Ops Expert 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 Expert 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, Ops Expert empowers you to quickly understand and address incidents, minimizing reliance on other team members.
Even seasoned experts can benefit from Ops Expert’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 Expert 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 Expert 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
Create a post-incident review with Rovo
In Rovo chat, type /create-pir to create a new post-incident review (PIR) work item.
Rovo automatically links the relevant incident as the Primary incident and pre-populates the PIR with a summary based on available incident context (for example, key details and timeline) that you can review, edit, and then export to publish.
Ops Expert 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 Ops Expert 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
Ops Expert also helps you update the severity and priority of incidents and update the Major incident tag.
Start and use Ops Expert
The following articles will provide more details to help you get started. Find out how to access Rovo Chat, select Ops Expert, and have your conversation:
How to | Article URL |
|---|---|
Start Rovo Chat | |
Activate Ops Expert from a list of Rovo agents | |
Start Ops Expert from the Incident work item view (in Jira Service Management) |
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Chat with Ops Expert |
Conversation starters
Ops Expert 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.
tools
tools are how Ops Expert takes action and turns responses into concrete outcomes when working with alerts and incidents.
Ops Expert tools
These tools are provided directly by Ops Expert and are designed specifically to support alert and incident management workflows.
tool | Description |
Find alerts | Find alerts and their related data for an Operations team in Jira Service Management. Suggested prompts:
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Create PIR | Create a post-incident review (PIR) for a given incident. This tool uses incident details and incident slack channel data via Jira Service Management’s Slack integration. Suggested prompts:
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Find similar incidents | Find similar incidents in a given Jira Service Management space based on content similarity. Suggested prompts:
You must provide the incident's ID or URL if you're not already on the page. |
Suggest related people | Suggest people or teams that can help resolve incidents faster. Suggested prompts:
You must provide the incident's ID or URL if you're not already on the page. |
Summarize incident | Create a comprehensive summary of a given incident. Suggested prompts:
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Find incidents | Find incidents in a given Jira Service Management space and their related data. Suggested prompts:
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Find cause of incident | Find the root cause of an incident based on historical data. Suggested prompts:
You must provide the incident's ID or URL if you're not already on the page. |
Suggest problem ticket | Suggest creating a problem ticket if an incident is identified as recurring. Suggested prompts:
You must provide the incident's ID or URL if you're not already on the page. |
Suggest incident fields | Suggest values for severity, priority, and affected services for an incident, or mark it as major based on historical data. Suggested prompts:
You must provide the incident's ID or URL if you're not already on the page. |
Working with MCPs (Model Context Protocol)
Model Context Protocol (MCP) enables Rovo to securely connect to external systems and tools, allowing it to retrieve context-specific data and take action using those systems. MCP-based integrations let Rovo work with third-party observability, monitoring, and operational tools as part of alert and incident investigation and response. Read how to add an external MCP Server from Atlassian Admin.
MCP | Description |
|---|---|
Use New Relic tools | Use the tools provided by New Relic to access and analyze observability data. Suggested prompts:
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Other Rovo agent tools
These tools are provided by other Rovo agents, but can also be used alongside Ops Expert to complete related tasks such as creating content or updating work items. Explore all Rovo agents.
tool | Description |
|---|---|
Create charts | Create charts that visualize data using any context. Suggested prompts:
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Create page | Create new content in a Confluence space. Suggested prompts:
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Create work item | Create a new work item in a Jira project Suggested prompts:
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Update work item severity | Update the severity of a Jira work item. Suggested prompts:
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Update work item priority | Update the priority of a Jira work item. Suggested prompts:
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Update major incident tag | Update the major incident tag on a Jira work item. Suggested prompts:
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Find out how to write instructions for your custom Rovo agent.
Though Ops Expert 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.
How usage is calculated for Ops Expert
Ops Expert usage is measured by Rovo credits. They are consumed across two main categories based on the type of billable event performed:
Intelligence: Credits are consumed when a user or agent invokes AI to perform intelligent actions (For example, “Summarize incident”). Credit allowances are determined by the complexity of the request and the computational effort required to process it.
Context: Credits are consumed when an enriched context is retrieved from the Teamwork Graph (TWG) via API calls. This ensures that when you use third-party AI tools, such as Claude or ChatGPT, with Atlassian data via the Teamwork Graph CLI or the Atlassian Rovo MCP server, the system accounts for the data processing performed by Teamwork Graph.
Rovo credit allowances will be applied starting December 3, 2026. Organization admins can view and manage their usage in Atlassian Administration.
When using our services, customers must comply with the Atlassian Acceptable Use Policy.
To view your usage:
Go to Atlassian Administration. Select your organization if you have more than one.
Select Insights, then Platform usage.
From here, you can view your total credit allowance, current usage, app-level trends, user-level usage, and which features are consuming credits.
When you reach your usage limit, your billable interactions continue without interruption if extra usage is enabled. Organization and billing admins set Rovo credit usage limits and have controls to adjust limits as needed. Admins are notified at 80% and 100% usage, and extra usage is charged on your next invoice. See Manage extra usage
If you need to use more than your total allowance, you can also consider purchasing usage packs.
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