Issue Merger for Jira with Rovo agent

Inspiration

Here at Appsvio, we are big fans of making lives easier, especially when it comes to improving our groove in Jira. Seeing what Rovo brings to the table, we immediately thought about an AI agent, which could significantly improve user experience of our add-on. And that’s when an upgraded version of Issue Merger was born. With the growth of Forge, whether it’s the platform itself, or the community, we also decided to execute the migration of the Issue Merger, which was previously based in Connect.

What it does

Fully integrated with Jira, Issue Merger was created with the user in mind. With an ability to merge issues with the same root cause, they can clean up their Jira instance neatly and thanks to magic of our Rovo agent, Merge Issues, it can happen in a matter of seconds. Imagine you suddenly start getting flooded with similar requests on your Service Desk projects. As the alarms begin sounding in your head about a bigger problem happening, you realize you have to act quickly and analyze the duplicates. In such situations, you cannot afford to lose couple hours for a thorough check-up of each issue. This is where our Rovo agent comes in, as it is responsible for identification of similar issues and pinpointing the categories by which the tickets can be merged. Once the issues are combined and chaos does not rule your Service Desk queue, you can actually tackle the problem with a proper attitude. With our agent, the ball stays in the user's court, when it comes to the ‘how’ of merging - after all, it is their Jira instance. As much as we like to think we are perfect, it cannot always be true. ‘Merge Issues’ agent can help you reduce the possibility of human error to a minimum, not to mention it eliminates the traditional ITSM’s bottleneck - the manual effort and repetitiveness of tasks. By shifting the user’s focus, they can attack more challenging projects and provide quicker, more valuable service to the clients. So in the end, you actually can have it all.

How we built it

We can distinguish two significant changes in the new Issue Merger version - the migration to Forge and the addition of ‘Merge Issues’ Rovo agent. When it comes to the agent itself, although just one, we gave it the ability of three actions, as we wanted it to be well-equipped for its job. With an access to API, it executes the tasks at hand, one by one.

Challenges we ran into

What seemed to cause us the most trouble was our Rovo agent and its individualistic approach. As always, we appreciate every perspective, but we are also glad that we managed to teach the Agent its role - from the issues identification, to merge operations. Now we are glad to announce it is more than ready to this quest.

Accomplishments we are proud of

One of the biggest, and most definitely positive, surprises, was the seamless transition of the Issue Merger from Connect to Forge. We had pleasant experiences in every area and are excited for more in the future. With grade A security and benefits for any type of clients, no matter how big or small their businesses are, we knew that Forge will be our endgame.

What we learned

Learning more about Rovo and adjusting it to our needs was a fun challenge that shifted our perspective. We saw how we can improve the user experience of our add-ons and how many possibilities hide behind the curtain of AI. This time definitely made us think more outside the box about minimizing the tedious aspects of working in Jira.

What’s next?

Although we cannot predict the future, we love to set goals and we have a couple of those on the horizon for Issue Merger. We want to continue our Forge migration for currently existing features, which will also be improved on that occasion. As we want to put emphasis on further development of our add-on in Forge, all the new features will be available only on this platform. One of the first upgrades we plan for the Issue Merger are - the possibility of bulk commenting of linked issues and creation of incident summary for a clearer layout.