The overarching theme of the keynote was clear: Empowerment. We are moving toward a world where AI doesn't just "do things" for us; it helps us find the right information faster and reduces the "cognitive load" on our teams.
One of the most exciting highlights was the announcement of AMP (Agentic Multiplayer Protocol). This provides a framework for multiple humans and agents to work together, allowing us to coordinate various tools (like Rovo or Claude) to perform more complex, multi-step workflows. I am personally very curious to see how groups will use this to manage high-level processes, especially as more groups are able to use AI tools and need a way to centrally manage and coordinate them.
Spotlight: The Loom + Rovo Connection I loved seeing Loom featured for "Change Request" recording. They showed off a way to record someone talking through changes they want to a website (e.g., "change this logo," "adjust this color scheme"), and have Loom convert that into a rich prompt for a Rovo agent to actually go make those changes. This helps abstract away the underlying code, making these changes MUCH more accessible.
One of my main goals as a space admin is to ensure that our agents don't have to "think" too hard about which ticket to work on next. If an agent has to spend five minutes figuring out the priority of a queue, that’s five minutes they aren't solving a customer's problem. Our main focus is on ensuring our Agent’s reality is as streamlined and focused as possible.
Key Takeaways from my Live Session:
- Don't "Boil the Ocean": It’s tempting to want to create 50 different queues for every possible scenario. Instead, start small. Identify your most critical "buckets" of work and build 1-2 high-impact queues. Iterate based on feedback.
- Basic Filters vs. JQL: You don't need to be a coding wizard to build great queues. The basic filter dropdowns are incredibly accessible and sufficient for most needs. Save JQL for the "complex" stuff.
- The "Backstop" Strategy: Always maintain a general "All Open Requests" queue. It’s your safety net. If a ticket doesn't perfectly fit into a custom bucket, it shouldn't vanish into the void.
💡 PRO-TIP: Use Display Names! You can rename a technical field like "Summary" to something user-friendly like "Feature Title." It’s a tiny change that massively improves the experience for non-technical stakeholders.
Want to master JSM Queues (and earn your ACP-420 certification while you're at it?) Check out my full-length course on the Space Admin certification for JSM!
I also spent time talking about Jira Software Forms, which is a common point of confusion because they share a name with JSM forms. They are not the same! JSM Forms are for your customers to submit requests; Jira Software Forms are for your teams to intake work (like bug reports or feature requests) into a specific space.
Why you should be using Jira Software Forms:
- Admin Empowerment: One of the most powerful aspects of Forms is that space admins can give their teams the power to make specific fields required without needing to involve a central Jira admin.
- Open Access for Intake: Because Forms can be used for "open" access, they are a perfect way to allow intake from anyone in your instance without requiring them to have specific space permissions.
Pro-tip: Don't let the name confuse you! While they share a name, Jira Software Forms are for your team's internal intake, not for customer-facing requests.
Check out this video I did on Jira Forms:
As we move toward Usage-Based Pricing (kicking in on December 3rd!), understanding how to manage Rovo is going to be a top priority for Org Admins.
- Governance & Deactivation: Rovo is "on" by default in many instances. You can easily change this by adding specific apps to a block list (e.g., turning it off for Jira, but on for Confluence).
- Bookmarks as a "Bubble": Use bookmarks to "bubble up" critical internal documents. Instead of letting users hunt for a policy, use bookmarks to put it right at the top of Rovo’s search results.
- Audit Logs are the Source of Truth: The Org-level audit log captures every change and use at the Org level. It tells you who made a change and when, but it doesn't tell you why. Always pair your audit log checks with a ticketing system so you have the context.
- Data Hygiene for Connectors: If you're connecting SharePoint, Google Drive, or Figma, ensure the data is clean first. If the source system is a mess, Rovo’s answers will be a mess.
⚠️ WARNING: Rovo is only as good as the data you give it. If your source system is unorganized, your AI's output will be unreliable. Clean your data, and your Rovo results will shine!
