Summary

Currently, when a Rovo agent is added to the JSM customer portal/help center, its viewing permissions and data retrieval capabilities are limited to Knowledge Base articles. Even if a help-seeker has multiple past tickets related to their current issue, the Rovo agent cannot "see" or reference those previous interactions.

Suggested Solution

Expand the capabilities and permissions of Rovo agents embedded in the JSM Customer Portal to include accessing to the past ticket history.