How to make Rovo Agents work well with JSM forms

Summary

Problem

When you use an Atlassian Rovo Agent to create a request in Jira Service Management Cloud, the ticket may be created without the expected form data, or the Agent will not recognise the form questions at all.

Summary

Learn how to diagnose and resolve cases where Rovo Agents do not complete Jira Service Management forms because the request exceeds supported complexity limits.

Environment

• Atlassian Rovo

• Jira Service Management Cloud

Diagnosis

Check whether your form meets the following requirements before changing the agent configuration:

• Option count: Choice fields with more than 10 options cannot be completed conversationally by the agent.

• Required fields: If the form has more than 10 required fields, the agent may fall back to basic issue creation instead of filling the form.

• Unsupported field types: The agent cannot populate the following field types embedded inside forms:

  • Assets objects

  • Jira-linked fields

  • Attachment fields

Solution

Use one of the following approaches to resolve the issue.

Option 1: Simplify the form

Update the Jira Service Management request type or form so that it stays within supported limits:

• Reduce choice field options to 10 or fewer.

• Keep the number of required fields to 10 or fewer.

• Remove unsupported field types (such as embedded attachments or Assets objects) from the conversational form.

Option 2: Use an automation workaround

Because Jira-linked fields are not supported directly in the conversational agent flow, use Atlassian Automation to map form fields to Jira fields after the request is created.

Option 3: Verify agent configuration

Review your agent configuration in Studio:

• Verify that the Create service requests (or Raise a request) skill is added and enabled for your agent.

• Confirm the agent has its service project defined using Knowledge bases (Jira Service Management) rather than JIRA.

• Specify the exact request type name and its request type ID directly in the agent instructions.