Studio Agent / Automation ignores Confluence instructions

[Damiano Di Battista]

Hi community,
I created a Rovo AI agent to categorize incoming alerts in my Jira instance.
The goal is to route each alert to the most appropriate technical team based on its content.

I configured the agent with specific instructions and added an automation rule that triggers the analysis when a ticket is created.

Now I need to apply some overrides to this logic.
For certain servers, I want every alert — regardless of its content — to be assigned to a specific team.

To achieve this, I created a Confluence page where I listed the servers and their forced routing:

Example:
server01 – DBA_Oracle
server02 – Network
server03 – Infrastruttura

Then I added the following instruction to the agent:

Mandatory Rule (Override)
You have access to a Confluence page named "Forced_Route".
Before classifying an alert, extract the hostname from the ticket summary or description.
If the hostname is present in the Forced_Route page, you MUST return only the forced_category and ignore all other rules.

I tested this by opening a ticket related to server02, with an alert clearly belonging to the Oracle category.
However, the agent still returned DBA_Oracle instead of Network (as defined in the forced routing).

Questions / What else can I check?

• Am I missing any configuration step in Studio or Jira Automation that could prevent the agent from reading the Confluence page correctly?

• Could there be formatting issues (spaces, non-breaking characters, uppercase vs lowercase) that prevent matching?

• Are there limits on how the agent reads Confluence pages (text length, table formatting, or special characters)?

• Is the forced override rule applied correctly if it comes after other classification logic in the prompt?

• Any best practices for ensuring absolute overrides for specific hosts?

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @Damiano Di Battista 

How is your list formatted in Confluence? I'd recommend a table as you then can clearly state if column 1 matches, take info from column 2.

Rovo CAN read tables and understand their structure. Just created Epics from a table and it did exactly the right thing with the right columns. In this case it also needs to search though and i think that could be an issue.

I am not sure how the "search" feature on a Confluence page is implemented at the moment but it might be an issue that it's too fuzzy. A classic RAG search would find trees if you searched for forest. However I think for the "look for information on the page" implementation, Atlassian is using a different algorithm.

I'd also structure your prompt slightly different. There are several frameworks that work, but explaining the page structure (or table) and then giving an example "For example, if the host is xyz you should find the value abc in the table and give out xxx as a result".

[Damiano Di Battista]

Hi @Rebekka Heilmann _viadee_ 
thanks for your suggestions — they helped a lot.

I updated my setup as follows:

• I reformatted the Confluence page so that the forced routing data is stored inside a clean table with two columns: hostname in the first column and forced_category in the second.
• I strengthened the agent prompt by explicitly describing the structure of the table, and I added a clear example as recommended.
• I also clarified how the lookup should work, so the agent now searches for the hostname in the first column and applies the forced category when a match is found.

After applying these changes, the override logic now works correctly.
Alerts for hosts listed in the table are now always assigned to the forced category, regardless of the alert content.

Thanks again for pointing me in the right direction!

[Rebekka Heilmann _viadee_]

Great that it worked! it was only an educated guess ;)