Automatically Add Label Based on Ticket Context

[Jennifer Williams]

We are trying to use Rovo Automation to add a label to work items based on the issue summary, issue description, and issue comments. Does anyone have a suggestion on how to set this up?

[Aaron Pavez _ServiceRocket_]

Hi @Jennifer Williams 

Can you give us a bit more detail on how you want to achieve that?

What type of work items? What are the things you will check to add the label?

What values?

Based on the summary, what will you look for in the summary to have a particular label?

Regards

[Jennifer Williams]

Hi @Aaron Pavez _ServiceRocket_ - Thank you for asking!

1. We aim to label Help work item types to determine the volume of issues that a Rovo Agent chatbot can address.
2. We want the automation rule to: 
   • Review and summarize the work item summary & description.
   • Identify the best label to add to the work item based on the findings: Education, Bug, Data Correction, Query, Enhancement.
   • Add the label to the work item.
3. Our thoughts on keywords (although I was hoping Rovo would be intelligent enough to identify without these): 
   • Education (help, understand, where, what, why)
   • Bug (issue, problem)
   • Data Correction (correct)
   • Query (report, query)
   • Enhancement (feature)

[Aaron Pavez _ServiceRocket_]

Hi @Jennifer Williams 

The best way to check if you get the right data is to test it first. Once you get the data you are looking for, you can use the prompt in an automation. 

I could give examples, but since I don't have the same data as you, my solution might not be correct.

Test Rovo by asking the same points you've mentioned. Do it in batches first to test the output.

You could ask:

Can you check the 5 latest work items in the support project and summarize each ticket using the summary and description field?

I get the summary of each ticket in the chat.

then expand the prompt. use the same above and add:

Can you check for the following words in each ticket and label those tickets based on those words?

support = support label

This should work. Sadly, I couldn't make this work using the Rovo chat. Searching the communit,y it seems that its better to use the agent in an automation.

A good starting point is this:

https://www.atlassian.com/software/rovo/guides/admin-guide/rovo-walkthrough#rovo-search

and the community course:

https://community.atlassian.com/learning/lesson/what-is-rovo

And how to use it on an automation:

https://support.atlassian.com/rovo/docs/agents-in-automations/

Hope this works for you.

Now a question, since you need to edit the label, this might be best done by an automation alone rather than rovo.
Rovo can get you the summary if needed, and the automation to bulk edit its better.

Regards - Aaron