Get started with Request Resolver
Rovo Service is now Request Resolver. If you're searching for Rovo Service documentation, you're in the right place.
Request Resolver is not HIPAA compliant. You should not use Request Resolver for sites or projects that handle protected health information (PHI).
Request Resolver is an AI teammate that can help you work more efficiently in Jira Service Management by automating common tasks.
Capabilities
Today, Request Resolver has two capabilities: resolution management and employee onboarding.
Resolution management allows Request Resolver to help your team resolve work items quickly by generating a plan and then executing that plan autonomously or with your supervision.
Employee onboarding allows Request Resolver to quickly create an employee onboarding journey type, and edit individual employee onboarding journeys.
Turn on Request Resolver
Find out how to turn on resolution management, or turn on employee onboarding.
Manage Request Resolver’s knowledge
Request Resolver uses information from your space’s internal knowledge base to help you resolve work items. It may also use knowledge to share information with your help seekers. To manage the knowledge that Request Resolver has access to:
Next to the name of your service space, select More actions (), then Space settings.
In the navigation on the left, select Request Resolver.
Select Configure under Resolution management.
Select Knowledge to view and manage what knowledge Request Resolver has access to.
Select Knowledge base settings, then Internal to add knowledge that only AI agents (including Request Resolver), service team agents, and admins can access.
Request Resolver will only ever show help seekers information that they have permission to see, or that has been approved by a Jira Service Management team member.
Manage Request Resolver’s tools
Third-party tools allow Request Resolver to perform actions automatically. To manage Request Resolver’s tools:
Next to the name of your service space, select More actions (), then Space settings.
In the navigation on the left, select Request Resolver.
Select Configure under Resolution management.
Select Tools to see which third-party tools are available to use with Request Resolver.
Follow the prompts to authenticate or configure third-party tools so that Request Resolver can use them.
Best practices for resolution management with Request Resolver
If you’re enabling resolution management for service requests, here’s some best practices to keep in mind when you start. More about resolving work items with Request Resolver
Choose the right request types
Improve the setup over time by starting with low-risk, focused, and repeatable request types. Resolution management works best for request types that are well understood and handled in a similar way each time.
Some examples include, common access requests, account help or password resets, license requests, and requests that are frequently routed to specific teams.
Start with supervised mode
We recommend that you start with the supervised mode before using the autonomous mode. More about execution modes in Request Resolver
Supervised mode lets your team validate resolutions plans generated by Request Resolver before they decide whether to assign the work to Request Resolver. This helps your team build confidence while staying in control of the final action. Once your team sees consistent, successful results for a request type, you can consider moving that request type to autonomous mode.
Add relevant knowledge
Request Resolver uses the knowledge base connected to your service space to help resolve work items. This knowledge can include articles, runbooks, troubleshooting guides, and other approved information your team uses to handle requests. More about using knowledge base in Jira Service Management
Your knowledge doesn’t need to be perfect to start with. Begin with the most relevant articles or runbooks for the request type you’re enabling. As your team reviews Request Resolver plans, they can identify gaps, outdated steps, or unclear instructions in the source material.
Improving the underlying knowledge helps Request Resolver generate better plans over time.
Configure tools for external actions
Tools allow Request Resolver to take action outside of Jira Service Management. If a request type requires action in another system, such as an identity or access management tool, configure the relevant tool. Request Resolver can only use tools that have been connected and configured for your space. How to manage Request Resolver’s tools
Improve and expand over time
It’s best to approach setting up Request Resolver as an iterative process. Starting small helps your team learn how Request Resolver performs, improve the supporting knowledge, and scale resolution management safely.
Here’s a simple rollout pattern:
Choose a low-complexity, repeatable request type.
Enable supervised mode for that request type.
Connect or create knowledge articles relevant to that request type.
Configure tools if the request requires actions in external systems.
Ask your team to review the generated resolution plans.
Review resolution outcomes and agent feedback
Update knowledge articles when gaps appear.
Expand to more request types once results are consistent.
Move to autonomous mode only when your team is confident in the result.
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