> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Jira Service Management troubleshooting

> Fix the AI not replying on Jira Service Management requests, requests that do not resolve, lost connections and AI fields that stay empty.

> [accordion] The AI doesn't reply to a new request
>
> 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.

> [accordion] The AI's account can't reply publicly
>
> Public replies need a Jira Service Management agent license. Give the connected account an agent license on the service desk, then try again.

> [accordion] Connection lost
>
> 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.

> [accordion] Closing a session reports it couldn't resolve the request
>
> 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.

> [accordion] An AI field stays empty
>
> 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.

> [accordion] An agent's comment doesn't appear in the inbox
>
> 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.

> [accordion] My own comments are ignored
>
> 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.

> [accordion] The AI doesn't show as the assignee
>
> 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.

> [accordion] The Resolution list is empty when resolving in Jira
>
> 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.

> [accordion] Atlassian won't let me approve OpenCX
>
> 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.


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