SoftTech AI Registry
Atlassian · Jira Service Management

Request Router

A Rovo agent, formerly named Service Triage Agent, that analyses incoming Jira Service Management requests to suggest request type, priority and escalation, draft replies and summaries. Atlassian documents skills that update a work item's request type and add a summary as a comment. In automation rules, Atlassian's current documentation is internally inconsistent about whether out-of-the-box agents may act or only return text consumed by a separate automation action.

Recorded characteristics

Function
Atlassian documents Request Router (formerly Service Triage Agent) as a Rovo agent that automatically triages incoming requests by analysing their content, sentiment and other details to determine request type, urgency and priority, and to determine whether a request should be escalated based on SLAs, customer interactions and urgency. Documented use cases are: generate reply (drafting a tailored reply from details and comments of past similar work items), suggest priority, suggest request type, suggest escalation, generate summary, and generate case summary. Atlassian's Skills table for this agent lists four supported skills: Suggest priority; Suggest request type, described as "Update the request type for a work item based on similar work items in a Jira Service Management space"; Summarize work item, described as "Create a comprehensive summary of a work item in a Jira Service Management space and add it as a comment"; and Suggest escalation. Atlassian states the agent is accessible within Jira, Jira Service Management, Jira Product Discovery and Confluence, but generates higher-quality output in the context of service requests in Jira Service Management, and that it continuously learns from past similar work items.
Data access
Atlassian establishes, for this agent specifically, that it reads request content and sentiment; details such as summary and description (used to suggest request type); details, comments and customer sentiment (used to suggest priority); details and comments from past similar work items (used to draft replies); customer sentiment, SLAs and other details (used to suggest escalation); the overall activity and conversations in a work item (used to generate a summary); and associated data, notes and customer communications across multiple interactions and agents (used to generate a case summary). Its skills are scoped to work items in a Jira Service Management space, and Atlassian states it draws on similar work items in that space. Generic Rovo data access beyond these documented sources is not attributed to this agent.
Actions
Can take actions
External actions
Unknown
Human confirmation
Conditional
Permission basis
User permissions
Administrative control
Documented controls: selecting the agent from the Rovo agent list in Rovo Chat; per-agent skills, which determine which actions the agent can carry out; using the agent in an automation rule via the "Use agent" action, which requires connecting Rovo to automation; adding "Automation mode" at the start of the prompt to use the agent's response within an automation rule; automation trigger configuration on the agent (Triggers screen in Studio, available to an agent's manager or editor) or adding the agent as an action inside an automation flow; an explicit organisation-level ability for admins and users to prevent agents from acting in automations, after which any agent tool performing a write action fails and flows must use the {{agentResponse}} smart value instead; Atlassian's statement that agents used in automations can be configured without requiring user confirmation for every action; Studio admin control over who may create agents (All users, Selected groups of up to 10 groups, or No users); per-agent user access (Open to all users toggle, plus individually added Editors and Managers, with group and team restriction not supported); author display name attribution; and thumbs-up / thumbs-down feedback on the agent's suggestions. Rovo credit usage is tracked and managed at organisation level by organisation and billing admins.
Default state
Not established
Availability
Atlassian documents Request Router as an out-of-the-box Rovo agent accessible within Jira, Jira Service Management, Jira Product Discovery and Confluence, presented in the Rovo agent browsing directory with three conversation starters. Atlassian's Rovo agent governance documentation states Rovo Studio availability as Atlassian Cloud Standard, Premium and Enterprise, and records Atlassian Government Cloud as not available. Atlassian does not label this capability preview or generally available on the capability page, and no preview or GA status is inferred here.
Licensing
Atlassian states that Rovo credits are its unit of measurement for usage of AI capabilities and access to enriched Teamwork Graph context, that credit usage depends on the complexity of a user's or an agent's interactions with AI features, and that organisations receive Rovo credit allowances based on their Atlassian app and plan, pooled at organisation level. Atlassian records that extra usage billing for Rovo credits takes effect on 3 December 2026. No capability-specific licence for Request Router is documented.
External model or provider
Not established
Limitations and uncertainty
Recorded boundaries and open questions: (1) Atlassian's user-facing descriptions are phrased as suggestion and determination ("suggest priority", "suggest request type", "suggest escalation", "determine whether a request should be escalated"), while the Skills table for the same agent describes updating the request type and adding a summary as a comment; the action classification here rests on the Skills table wording, not on the marketing phrasing. (2) Escalation is documented only as a suggestion or determination; no escalation execution by the agent is documented and none is claimed. (3) Generate reply is documented as drafting a reply that the user may use as is or edit; Atlassian does not document the agent sending or posting the reply to a customer. (4) Atlassian's current documentation is internally inconsistent about automation: the tools page states that an agent triggered in an automation flow cannot use its own tools and can only provide a text response used via the {{agentResponse}} smart value, and the automations page likewise states that out-of-the-box agents do not take actions and that actions must be added after the agent step; yet the same automations page states that using an agent within an automation flow allows the agent to take actions directly in the apps it has access to, and that agents in automations can be configured without requiring confirmation for every action. Request Router is an out-of-the-box agent. This inconsistency is recorded rather than resolved in favour of the more permissive reading. (5) Consequently, whether any Jira field write in an automated triage flow is performed by Request Router itself or by a separate downstream automation action is not settled by current documentation. (6) Human confirmation is recorded as conditional because Atlassian documents interactive confirmation before consequential tools that may mutate data, while agents in automations can be configured without per-action confirmation. (7) Permission basis rests on Atlassian's statement that tools and skills always respect the permissions of the person using the agent; the runtime identity for automation execution, where Rovo is connected to automation "to act on your behalf", is not separately specified for this agent. (8) No default operational state is established: Atlassian documents neither an enabled-by-default automatic triage behaviour nor an explicit disabled state, and automatic triage requires an automation rule to be deliberately configured. (9) Atlassian does not identify the model or provider used by this agent. (10) No third-party or non-Atlassian action is documented for this agent; generic Rovo third-party tools are not attributed to it. (11) Atlassian states the agent produces higher-quality output within Jira Service Management, and recommends regularly reviewing its suggestions. (12) Rovo credit consumption and its December 2026 extra usage billing may constrain operation.

Evidence