Triage Lens

A Rovo agent and MCP server that triages IT service desk tickets in Jira Service Management, using the evidence already on your site.

Service desks lose time on the first five minutes of every ticket: how urgent is it, what kind of problem is it, who usually fixes this, and is there a runbook? Triage Lens answers all four in one step:

• Priority with reasons. It scores urgency signals in the ticket (outage, security, many users affected, locked out, production, explicit urgency, questions and cosmetic requests) and explains every point.

• Category. Security, Access, Network, Hardware, Email & Collaboration, Software or General.

• Owner. Whoever has resolved the most similar tickets recently. Similarity is keyword search over resolved tickets in the same project, weighted by recency.

• Similar resolved tickets and runbooks. It cites the past tickets and the Confluence pages it used.

Nothing changes until a person says yes. Then apply-triage sets the priority and owner, adds labels, and posts an internal note explaining why. Every call runs as the invoking user, so the agent can never see or change more than that person can.

The same five tools are exposed through rovo:mcp, so external AI clients (Claude, Cursor, VS Code and others) can triage tickets too once a site admin enables it.

Tools

Related MCP server: Jira MCP Server

Setup (about 20 minutes)

1. Node.js. The Forge CLI needs Node 22.23.4 or later on 22.x, or 24.22.1 or later on 24.x. Check with node --version; update from nodejs.org if needed.

2. Forge CLI. npm install -g @forge/cli, then forge --version.

3. API token. At id.atlassian.com → Security → API tokens, choose Create API token with scopes and select Forge.

4. Log in. forge login (enter your email and the token).

5. Register the app. In this folder: forge register triage-lens. This writes your real app ID into manifest.yml.

6. Install dependencies. npm install, then npm test (should show 20 passing).

7. Deploy. forge lint, then forge deploy.

8. Install on a site. forge install --demo-site (Atlassian provisions a demo site), or forge install for an existing developer site. Install into Jira, and into Confluence too if you want runbook search.

9. Seed demo data (optional). Create a Jira Service Management project with key IT, then run scripts/seed-demo.mjs (instructions at the top of the file). Add two or three Confluence pages titled, for example, "VPN troubleshooting runbook".

10. Try it. Open Rovo chat, pick Triage Lens, and say "Triage IT-16".

11. Enable MCP (bonus prize). Atlassian Administration → Apps → Sites → your site → Connected apps → Triage Lens → turn on the tools. The endpoint is https://mcp.atlassian.com/forge/<appId>.

Development

• npm test runs the unit tests (node --test). All triage logic lives in src/triage.js and is pure; API access is injected in src/handlers.js, so the handlers are tested with a fake client.

• forge tunnel for live reload while testing on your site, and forge logs for errors.

Design notes

• Deterministic first. Priority and category come from transparent rules, not a model, so the reasons are auditable and repeatable. Rovo's model only explains the results and handles the conversation.

• Human in the loop. The prompt and the action descriptions both require explicit confirmation before apply-triage.

• Untrusted inputs. Issue keys are validated with a strict regex, priorities against an allow-list, and account IDs against a pattern. JQL and CQL terms are quoted and stripped of quotes. The agent prompt tells it to treat ticket text as data.

• Fails safe. Errors return a short message and change nothing. If Confluence is not installed, triage still works without runbooks.

Scopes

read:jira-work, write:jira-work, read:jira-user, search:confluence, read:confluence-content.summary.