This capability is provided by Rovo Search and Rovo Chat and does not require a configurable agent. It works out-of-the-box to help agents resolve issues faster.

When a new issue is created:
1. Analyze the 'Summary' and 'Description' fields.
2. Based on the content, determine the most appropriate 'Assignment Group'. Use historical data to learn patterns. For example, issues mentioning 'PC', 'monitor', or 'laptop' should go to 'Computer/Accessories'. Issues mentioning 'access', 'password', or 'login' should go to 'Application Services'.
3. Based on the content, determine the most appropriate 'Subcategory'. For example, set 'Subcategory' to 'Password Reset' if the summary mentions 'reset password'.
4. Update the 'Assignment Group' and 'Subcategory' fields with your findings.
5. Add a public comment saying: 'This incident has been automatically routed to the {Assignment Group} team based on its content.'

{
  "name": "Rovo - Trigger Triage & Routing Agent on Incident Creation",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.issue.created",
    "value": {}
  },
  "components": [
    {
      "component": "CONDITION",
      "type": "jira.issue.condition.jql",
      "value": {
        "queryString": "issuetype = Incident"
      }
    },
    {
      "component": "ACTION",
      "type": "jira.issue.outgoing.webhook",
      "value": {
        "url": "YOUR_ROVO_AGENT_WEBHOOK_URL"
      }
    }
  ]
}

When triggered for an issue:
1. Check if the issue has a comment from you in the last 5 days. If so, do nothing.
2. Add a public comment: 'This is an automated follow-up. This incident has been pending your response for several days. If we don't hear back within 48 hours, we will consider the issue resolved and close this ticket. You can re-open it by commenting if the issue persists.'
3. If the issue was last updated more than 5 days ago, transition the issue to 'Closed' and set the 'Close Code' to 'No feedback from user'.

{
  "name": "Rovo - Trigger Pending Follow-up Agent",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.jql.scheduled",
    "value": {
      "jql": "status = Pending AND updated <= '-3d' AND resolution = Unresolved",
      "ruleSchedule": {
        "type": "CRON",
        "value": "0 0 1 * * ?"
      }
    }
  },
  "components": [
    {
      "component": "ACTION",
      "type": "jira.issue.outgoing.webhook",
      "value": {
        "url": "YOUR_ROVO_AGENT_WEBHOOK_URL"
      }
    }
  ]
}

When triggered for an issue:
1. Analyze the issue's history and last few comments to understand its current state.
2. Add an internal comment for the assignee. The comment should say: '@{issue.assignee}, this incident has not been updated in over 48 hours. Please provide an update or escalate if you are blocked. Current summary: {issue.summary}.'

{
  "name": "Rovo - Trigger Stale Incident Alerter",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.jql.scheduled",
    "value": {
      "jql": "status = 'Work in Progress' AND updated <= '-48h' AND resolution = Unresolved",
      "ruleSchedule": {
        "type": "CRON",
        "value": "0 0 2 * * ?"
      }
    }
  },
  "components": [
    {
      "component": "ACTION",
      "type": "jira.issue.outgoing.webhook",
      "value": {
        "url": "YOUR_ROVO_AGENT_WEBHOOK_URL"
      }
    }
  ]
}

When triggered for an issue:
1. Verify the 'Subcategory' is 'Password Reset'.
2. Add a public comment: 'You can reset your password immediately by visiting this link: [insert self-service password reset URL]. We are closing this ticket, but if the self-service tool does not work, please comment here to re-open it.'
3. Transition the issue status to 'Completed'.
4. Set the 'Close Code' to 'Solved (Permanently)'.

{
  "name": "Rovo - Trigger Fast-Track Agent for Password Resets",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.issue.created",
    "value": {}
  },
  "components": [
    {
      "component": "CONDITION",
      "type": "jira.issue.condition.jql",
      "value": {
        "queryString": "issuetype = Incident AND Subcategory = 'Password Reset'"
      }
    },
    {
      "component": "ACTION",
      "type": "jira.issue.outgoing.webhook",
      "value": {
        "url": "YOUR_ROVO_AGENT_WEBHOOK_URL"
      }
    }
  ]
}

When an issue is re-opened:
1. Summarize the original problem, the resolution steps taken, and the new comment from the user that triggered the re-open.
2. Add an internal comment with this summary for the newly assigned agent. Start the comment with 'Re-open Summary:'.
3. Add the label 'reopened' to the issue.

{
  "name": "Rovo - Trigger Re-open Analyst",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.issue.transitioned",
    "value": {
      "fromStatus": [
        {
          "type": "ID",
          "value": "Completed"
        }
      ],
      "toStatus": [
        {
          "type": "ID",
          "value": "Work in Progress"
        }
      ]
    }
  },
  "components": [
    {
      "component": "ACTION",
      "type": "jira.issue.outgoing.webhook",
      "value": {
        "url": "YOUR_ROVO_AGENT_WEBHOOK_URL"
      }
    }
  ]
}