Welcome to the Settings — Jira Work Items to Work On Page!

Use this page to define which Jira work items the AI Agent should pick up and how it should act on them under different scenarios. Clear, focused settings here ensure the agent behaves exactly as your team expects.

Configuration of Jira Work Items to Work On — Configure which Jira work items the AI Agent will handle and how.

Tip: These controls affect Jira work items. Chatbot behavior is configured separately in ChatBot Interface.

Should the AI Agent answer work items externally?

Decide whether the agent may reply directly to customers within Jira.

Checked: The agent may post external replies only when confident in the answer’s quality.
Unchecked: The agent never writes to customers; all replies remain internal for human review.

Real Life Tip: Test-drive first. Keep this unchecked to review internal answers until you’re confident in quality—then enable external replies.

To which status to transition when answer is satisfactory

Choose a status the agent should set when it determines its reply meets your quality criteria and is suitable for the end user.

Tip: If external replies are disabled, the agent will keep replies internal while still transitioning to the status you choose here.

Real Life Tip: If you plan to keep replies internal, leave this field empty. The agent will add helpful internal comments without altering workflow states.

To which status to transition when answer is not satisfactory

Choose a status for cases where the agent deems its response not ready to be shared externally.

Tip: If external replies are enabled but an answer isn’t satisfactory, the agent will keep the reply internal and use this status to route the item.

Real Life Tip: Consider escalating to human agents when the answer is not satisfactory.

Please provide the JQL to select which Work Items to respond to

Paste the JQL that identifies the Jira work items the agent should work on. If an issue matches in Jira, the agent will process it here as well.

Example of composing JQL in Jira — Compose and validate your JQL in Jira, then paste it here.

Real Life Tip: Build and verify your JQL in Jira Advanced Search first. The issues returned there are exactly what the agent will work on here.

Tip: Matching work items are picked up almost instantly after save, depending on Atlassian triggers, network conditions, and system load. The rule takes effect immediately.

Real Life Tip: The intent is near-instant processing of incoming items once they match your JQL.

Pro tips

project = SUPPORT AND "Support Type[Short text]" ~ "Diamond Customer" — Work only on items from your highest support tier.
project = SUPPORT AND issuetype = "support" AND "Request Type" = "Technical support (SUPPORT)" AND Organizations = "SolveroX Inc" — Limit to specific customers.
project = SUPPORT — Work on all items in a project.
project = SUPPORT AND issuetype = "support" AND "Request Type" = "Emailed request (SUPPORT)" — Only emailed support requests.

Pro Tip: Keep your JQL tight at first (e.g., a subset of customers or tiers), then broaden once you confirm behavior and quality.

Save your settings

Click Save Settings to apply your choices. Your JQL becomes the single source of truth for selection immediately after saving.

Tip: When you’re ready, set the application to ON. If you want to stop the application at any time, set the application to OFF.

Need help refining your JQL or workflow transitions? See Help, or review related configuration on Settings.