When building Rovo agents for self-service using Jira Service Management, Rovo needs to know what to do when it can't resolve the request autonomously. 

This 'handoff' to the support team is usually done by creating a JSM ticket with a relevant request type. But perhaps there are cases where you want to handoff another way? Or perhaps there are cases where creating a JSM ticket is not a signal of an unresolved query, just a necessary auditing trail on the path to automation?

What if...

You could configure exactly which skill counts as a handoff, and when? 

• More flexibility and customisation over what your Rovo agent should do when it can't help
• Deeper insight into Rovo agent performance for service, with intentional ticket creations no longer penalized

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Drop a comment with fallback actions would you like Rovo to take. Share your wish list with us!

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