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 if form meetings following requirements:

1. Check field option counts : If a choice field has more than 10 options, the agent cannot complete it.

2. Count required fields : If the form contains more than 10 required fields, the agent may fall back to basic issue creation instead of filling the form.

3. Identify unsupported field types: Check whether the form includes unsupported field types, especially:

   • Assets objects

   • Jira-linked fields

   • Attachment fields embedded inside the for

Solution

Use one of the following approaches to resolve the issue.

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

2. Use an automation workaround Automation can help in mapping Form fields to Jira fields, as Jira linked fields are unsupported.

3. Verify agent configuration

   1. Verify that the Raise a request skill is enabled

   2. Confirm the agent has JSM project defined using “Knowledge bases (Jira Service Management)” and not “JIRA”.

   3. Specify in Agent instructions the request type to be used by Agent and its id.