Imagine you are the IT manager of E-Shop, a fast-growing e-commerce platform that handles thousands of transactions every day. Your team is under constant pressure to keep operations running smoothly, but incidents, such as sudden spikes in login errors, are becoming increasingly common. Innovative AI technologies like Rovo are able to significantly increase your team's efficiency in solving problems.
The challenge: Your team is struggling to solve these problems quickly because they spend too much time searching for previous incident reports, playbooks and expert contacts in various tools such as Jira, Confluence and Slack. However, the use of AI can help to find relevant information more quickly. This delays time-to-resolution (TTR), frustrates the team and damages customer satisfaction and revenue.
The solution is the Ops Guide powered by Rovo,Atlassian's AI-powered agent designed to streamline incident management and take advantage of AI. In this article, we walk through a technical use case that shows how Rovo's AI-powered Ops Guide improves incident response workflows in high-pressure environments by breaking down each step of the resolution process:
- From the identification of the incident
- Searching for internal expertise and experts
- Verification of root cause
- Solution to the problem
- To the creation of a post-incident review
Each phase illustrates how Ops Guide integrates seamlessly with tools like Slack, Jira and Confluence to speed time to resolution and reduce operational overhead.
How the Rovo Ops Guide supports a faster TTR - a practical example
The e-shop website records an increase in payment errors. Customers are unable to pay and revenue is lost.
1. Quickly identify the current incident
As soon as the request comes in, Ops Guide immediately surfaces a summary of the incident. The engineer can instantly see what is the issue, when the issue began, and how big is the impact. There's no need to log into multiple dashboards. Everything is presented in one view in real-time, saving precious minutes in the heat of an incident.
2. AI provides you with the historical context
Ops Guide cross-references the current incident with previous ones logged in Jira. It identifies one similar issue from the past quarter involving the payment gateway under high load. Within seconds, the engineer receives the link to the past incident report to see the resolution steps used previously. This context helps narrow down the potential root causes and prevents redundant troubleshooting efforts.
3. Quickly find expertise and SMEs (Subject Matter Experts)
The AI agent analyzes internal records and identifies the subject matter experts (SMEs) who have resolved similar issues in the past. Depending on your company’s setup, Ops Guide can also notify the experts via Teams or Slack. Their availability and time zones are considered, so only the right people are looped in at the right time, streamlining communication and collaboration.
4. Check existing documentation for possible root causes
Ops Guide searched Confluence and other internal knowledge databases to surface documentation related to the payment gateway configuration. The engineer does not need to look for a documentation and lose time, the playbook’s link is already provided in the chat within seconds.
5. Solve the incident
With the historical context, expert input, and flagged documentation, the on-call engineer initiates a rollback of the latest deployment using the predefined steps from the linked playbook. Ops Guide continues to assist by closing the issue as customer transactions begin processing normally again. The entire resolution process, from alert to fix, is significantly faster and more coordinated.
6. Create a post-incident review with AI
Once the incident is under control, Ops Guide auto-generates a draft post-incident report by compiling data from logs, Slack threads, monitoring tools, and Jira tickets. It highlights what went wrong, the steps taken, the impact, and recommendations for future prevention. This allows the team to quickly finalize documentation and learn from the event without spending hours pulling everything together manually.
7. Create a problem ticket with AI
To ensure long-term resolution, Ops Guide creates a Jira problem ticket with all relevant context attached, including logs, impacted services, playbook links, and expert notes. This enables the engineering team to schedule a deeper investigation and implement preventative measures. It ensures that short-term fixes don’t become recurring pain points.
Conclusion
The Ops Guide from Rovo changes the Incident Managementby providing instant access to important information and automating routine tasks. The time spent gathering context and documentation is reduced and IT teams can resolve incidents, such as the one from E-Shop, faster, improving operational efficiency and customer satisfaction.
Is your company facing similar challenges? We can advise you on how to make your incident response processes more efficient by using Rovo Ops Guide.
