We use JSM and tickets are created by the Assist plug-in when a user posts in our main Slack channel (called "platform-support"). This works very well and captures all of the Slack messages in the platform-support thread but the problem is that agents and engineers discuss the problem in a other private Slack channels.
I can link to those other threads in the JSM ticket comments but I can't capture all of the information in the support ticket. Like if the engineers discussed the problem in a 100 message thread, I can't easily get that info into the JSM support ticket so we can reference that info if the same problem comes up again.
I'd like to create an automation that could read the threads outside of the platform-support Slack room, summarize the threads, and add the summaries to the JSM ticket. I experimented by asking Rovo Chat to summarize a Slack thread (I gave it the exact Slack URL) and it was able to summarize the thread and add the summary to a specific JSM ticket.
However, I can't seem to create an automation will summarize a specific Slack thread this on-demand if I manually trigger the automation in the JSM ticket. Rovo Chat can read + summarize the Slack thread if I give it the Slack URL but I can't seem to create an automation that will do the exact same thing.
Does anyone know how i could create an automation like this? I attended the Team 25 conference and the people at the JSM booth said this should be possible but I can't figure it out. I think the automation can't create a summary of the Slack thread the same way that it worked when I asked Rovo to summarize a thread.
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