Issue Summary

Jira Service Management automation rules that utilize the "Use Agent" (Rovo) action are intermittently failing. The rules successfully trigger and reach the Rovo invocation step, but then enter a "Waiting" state. Instead of completing once the agent finishes its task, the rule remains suspended until the 35-minute resume handle window expires, at which point the execution is aborted.

Internal investigation confirms that while the Rovo agent task completes successfully and the lifecycle callback is triggered, the Automation engine does not receive or process the async completion callback in time. This appears to be linked to a broader issue where agents are unable to publish "finished" events to Streamhub reliably.

Steps to Reproduce

1. Create a JSM Automation rule that includes a "Use Agent" action (Rovo).

1. Trigger the rule (e.g., by creating a ticket that matches the trigger criteria).

1. Observe the Automation Audit Log.

Expected Results

The Rovo agent completes its task, sends a callback to the Automation engine, and the rule proceeds to the next configured action.

Actual Results

The rule stalls at the "Use Agent" step with a status of "Waiting". After approximately 35 minutes, the audit log shows the execution as "Aborted" with an internal error indicating the resume handle has expired.

Workaround

There is currently no known functional workaround. Users may need to manually perform the tasks intended for the Rovo agent or re-run the automation rule, though subsequent runs may also encounter the same timeout.