Сonfigure the behavior of your virtual assistant and manage user roles.
My setup
Define the behavior of your virtual assistant by specifying the following settings:
Enable the chatbot display in the portal. Disable the display to hide the chatbot.
Select where the chatbot is displayed on the page: place it either above or below ticket options.
Enable social chatting, so the assistant can discuss various topics with users.
Define the list of knowledge bases where your assistant will look for answers:
A knowledge base that is associated with your Service Desk
FAQ — an internal knowledge base that provides users with short answers
Microsoft O365 support
Google G-Suite support
Enable translation on-the-fly: Kbot can translate both user statements and its own responses to and from the language that is set in your Service Desk (pretty much any language is supported). Note that Confluence articles are returned to users without translating.
To turn on or off a feature, click the Enable or Disable button in a corresponding row.
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Tenant role setup
Check the list of your users and manage their roles:
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Manage what users can and cannot do by assigning them proper roles.
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Prerequisites: users in Koji
Before using the reports, it is important to understand the general concepts of users in Koji. There are two types of users in Jira environment: Jira customers and internal Jira users. Users can have various roles, depending on the settings set by a Koji admin. There are a few notes to pay attention to:
A person who installed Koji gets the Koji admin role in Kbot.
A Koji admin can access Koji backoffice and can manage other users' roles in Koji.
Koji admin cannot change their own role.
Any new user starts to speak with the Koji in a chat as a Koji customer, as this role is granted to any new user automatically.
A Koji admin can grant customers roles in Configuration > Tenants > Tenant role setup by clicking Set in a corresponding line.
Regardless of a person's status in Jira and absence or presence of the License, each person has at least one role in Koji.
If Koji cannot recognize and authenticate a user, such a user is considered anonymous. In this case a user can accept Koji's offer to authenticate in order to get a role and start communicating.
The authentication procedure for Jira customer and Jira users is slightly different. Learn more about it here: Authentication in Slack and Microsoft Teams.
If a portal supports anonymous access, a user must specify their contact email. After that the user is added to the list of Jira customers with the Customer role. Learn more about anonymous portal access here: https://konverso.atlassian.net/wiki/spaces/KAJSM/pages/2872016917/Authentication+on+Atlassian+customer+portals#Anonymous-access.
Key points
The Tenants role setup report is available to users with the Jira administrator role. Such users can modify other users' roles, but they cannot modify their own role. That means that if a Jira administrator wants to change their role, they need to ask another Jira administrator to do so.
Managing roles
To manage user roles:
Go to Configuration > Tenants > Tenants role setup to view the list of your users and their roles.
To assign a user a specific role, click Set in a corresponding column.
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To narrow the search, select a specific tenant from the Tenants drop-down list, or enter a user’s name in the User filter field. |
Roles
There are 3 roles:
Koji admin manages the app's content and settings and adjust adjusts the access configuration.
JiraAnalyst Koji analyst has access to the app's statistics.
User Customer can ask the virtual assistant questions in the portal’s chat.
To assign a user a specific role, click Set in a corresponding column.
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Users who log in to Koji for the first time get this role.
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