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Check, in order:
  • The request’s service desk is checked in the integration, and its request type is allowed (or no types are checked).
  • Which requests the AI takes — with Only requests assigned to the AI account, unassigned requests are left for your team.
  • The Email channel’s AI mode isn’t off. Requests follow the Email channel’s AI settings.
  • The request isn’t assigned to a person. A person’s request is theirs; the AI stays quiet.
  • AI handles requests is on in the integration.
Public replies need a Jira Service Management agent license. Give the connected account an agent license on the service desk, then try again.
If the integration shows Connection lost, Atlassian stopped accepting OpenCX’s access — for example the app was removed from the site or the account was deactivated. Select Reconnect and approve again with the same account.
The request’s workflow has no transition from its current status to your resolve status (or to any “done” status). Pick a reachable resolve status for that desk in the integration, or add the transition to the workflow. The AI only resolves requests it owns; a request assigned to a person is left for them.
The AI leaves a field alone when:
  • it already has a value — agents’ values are never overwritten;
  • it isn’t on the request type’s edit screen;
  • the conversation doesn’t support a confident value, or the value isn’t one of the select list’s choices.
In assist mode the AI never writes fields; look for its internal suggestion comment instead.
Comments by the AI’s own account aren’t added again. Other comments appear on the matching session within moments; internal comments show as notes only your teammates see.
You connected with your own Atlassian account, so OpenCX treats you as the AI and skips what you post. Reconnect with a dedicated agent account for the AI, and reply in Jira as yourself.
That’s expected with Every new request: the AI answers requests without assigning them to itself, so they stay in your team’s queue. The opencx labels show which requests the AI handles. To route requests to the AI explicitly, switch to Only requests assigned to the AI and assign them to the AI’s account.
Your site has no resolution values yet. Add them under Jira settings → Work items → Resolutions (for example Done). When the AI resolves a request and your workflow asks for a resolution, it picks Done if it’s there.
Your site only allows apps an admin has approved. Ask a site admin to allow OpenCX, then select Connect Jira again. Also check that you sign in with an account that can open the site.