Building a Rovo Agent for Intelligent Incident TriageImagine your organisation is going through a major change programme—such as a platform migration, system rollout, or large operational transformation.
During these periods, service desks and call centre teams can generate thousands of incident tickets in a very short time.
Although organisations typically define the correct format for logging incidents, the reality on the ground is often very different. Agents are under pressure, dealing with high call volumes and urgent user requests. As a result, many tickets are created quickly, often with incomplete, inconsistent, or poorly structured information.
The consequence?
Service teams struggle to triage effectively.
Common challenges include:
Thousands of tickets describing the same issue in different ways
Poor data quality that makes analysis difficult
Difficulty identifying duplicate or related incidents
Delays in identifying the true root cause
Valuable operational time spent manually reviewing tickets
So the key question becomes:
How can we triage thousands of incidents when the data itself is messy?
In this interactive workshop, we will explore how Atlassian Rovo Agents can help solve this problem.
Together we will design and build a multi-role Rovo Agent capable of analysing incident data and helping service teams make better decisions faster.
During the session we will:
Create a Rovo Agent live
Configure roles that analyse incident information
Interpret poorly structured ticket data
Identify patterns and group related incidents
Automatically highlight duplicate or similar tickets
Support smarter triage and prioritisation
Enable the potential to automatically close duplicate incidents
This workshop is designed to be hands-on and practical. Rather than simply discussing concepts, we will build the Rovo Agent together and see how it works in action.
By the end of the session, you will see how AI-powered agents can transform chaotic ticket queues into structured insights that enable faster triage and informed operational decisions.
Whether you work in IT Service Management, Service Operations, Platform Engineering, or AI-enabled support teams, this session will provide practical insight into how Rovo Agents can help manage incident volumes at scale.
Join us as we turn ticket chaos into intelligent triage.
Predstavljajte si, da vaša organizacija prehaja skozi obsežen program sprememb — na primer migracijo platforme, uvedbo novega sistema ali večjo operativno transformacijo.
V takšnih obdobjih lahko službe za podporo uporabnikom in klicni centri v zelo kratkem času ustvarijo na tisoče incidentnih zahtevkov.
Čeprav organizacije običajno določijo pravilen način beleženja incidentov, je realnost na terenu pogosto precej drugačna. Agentje so pod pritiskom, soočajo se z velikim številom klicev in nujnimi zahtevami uporabnikov. Zato se številni zahtevki ustvarijo zelo hitro, pogosto z nepopolnimi, nedoslednimi ali slabo strukturiranimi informacijami.
Posledica?
Podporne ekipe težko učinkovito izvajajo triažo.
Pogosti izzivi vključujejo:
Na tisoče zahtevkov, ki opisujejo isto težavo na različne načine
Slabo kakovost podatkov, ki otežuje analizo
Težave pri prepoznavanju podvojenih ali povezanih incidentov
Zamude pri odkrivanju pravega vzroka težave
Veliko operativnega časa, porabljenega za ročno pregledovanje zahtevkov
Ključno vprašanje zato postane: Kako lahko izvajamo triažo na tisočih incidentov, ko so podatki sami po sebi neurejeni?
Na tej interaktivni delavnici bomo raziskali, kako lahko Atlassian Rovo Agent pomaga rešiti ta problem.
Skupaj bomo zasnovali in zgradili večvlogni Rovo Agent, ki bo sposoben analizirati podatke o incidentih in podpornim ekipam pomagati hitreje sprejemati boljše odločitve.
Med delavnico bomo:
v živo ustvarili Rovo Agenta
konfigurirali vloge za analizo informacij o incidentih
interpretirali slabo strukturirane podatke iz zahtevkov
prepoznali vzorce in združevali povezane incidente
samodejno izpostavili podvojene ali podobne zahtevke
podprli pametnejšo triažo in določanje prioritet
omogočili potencial za samodejno zapiranje podvojenih incidentov
Delavnica je zasnovana praktično in interaktivno. Namesto zgolj razprave o konceptih bomo Rovo Agenta skupaj zgradili in videli, kako deluje v praksi.
Do konca srečanja boste videli, kako lahko agenti, podprti z umetno inteligenco, kaotične vrste zahtevkov spremenijo v strukturirane vpoglede, ki omogočajo hitrejšo triažo in bolj informirane operativne odločitve.
Ne glede na to, ali delate na področju upravljanja IT storitev (IT Service Management), operacij storitev, platformnega inženiringa ali AI-podprte podpore, vam bo ta delavnica ponudila praktičen vpogled v to, kako lahko Rovo Agenti pomagajo obvladovati velike količine incidentov.
Pridružite se nam in skupaj spremenimo kaos zahtevkov v inteligentno triažo.
Agenda
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Hosted By
Tash (SM) Tahsin, Community Leader
Eva Gisburne, Chapter Leader
With eight years of hands-on experience in the industry, I have a rich background in overseeing end-to-end website development projects. Managing client expectations and coordination of the development project scope and a development team including complex initiatives and ensuring successful project launches for a diverse range of businesses across the globe.
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Global Partner
Atlassian (http://atlassian.com)
Millions of users globally rely on Atlassian products every day for improving software development, project management, collaboration, and code quality.
For over a decade, Atlassian customers have come together to network, share ideas, solve problems, and find new ways to use Atlassian products. Today, more than 15,000 people take part in Atlassian community events in more than 30 countries.
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Complete your event RSVP here: https://ace.atlassian.com/events/details/atlassian-ljubljana-slovenia-presents-building-a-rovo-agent-for-intelligent-incident-triage/.