Jira Service Management

Atlassian's IT and enterprise service management product, the documented product surface for the Request Router agent.

AI capabilities recorded

• Request Router

  Active · verified 2026-09-16

  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.

• Virtual Service Agent

  Active · verified 2026-09-20

  Atlassian's customer-facing conversational agent in Jira Service Management. It answers customer questions from linked knowledge base spaces using generative AI (AI answers), recognises configured intents with a machine learning model trained on the space's own intents and training phrases, and runs turn-by-turn conversation flows whose steps can create Jira work items, override request type and field values, send web requests to external servers, run Jira automation flows and trigger Workato recipes or Workday actions.