ITSM Navigator
ITSM Navigator
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Using ITSM Navigator in Confluence

What the app does in Confluence

When ITSM Navigator is installed on a Confluence site, it provisions a dedicated knowledge base space called ITSM Navigator App KB. The space is populated and kept up to date by the app itself — you do not author it manually. It is the grounding source for the Rovo agent that ships with ITSM Navigator.

What lives in the ITSM Navigator App KB space

  • ~57 pages of ITSM reference content, organized into clear categories (Incident, Change, Problem, Service Request, Maturity, Performance, etc.).

  • Best-practice guidance aligned with FitSM and ISO 20000.

  • Process-step explanations that mirror the Navigator app's activity model.

The space is regenerated/updated whenever you click Re-sync Knowledge Base in the Jira app.

How the Confluence side is used

There are two ways your team gets value on Confluence:

A. Browse the KB directly. Open the ITSM Navigator App KB space in Confluence like any other space. Pages are categorized and searchable.

B. Ask Rovo (recommended). The Rovo agent uses the ITSM Navigator App KB space as its grounding source. You can invoke it two ways:

  • From Jira: click Ask Rovo inside ITSM Navigator. The agent opens in-context, analyzes the current dashboard, and returns prioritized recommendations citing KB pages.

  • From Confluence: open Rovo Chat and ask any ITSM question — the agent draws from the same KB space.

First-time setup (one click, from Jira)

  1. In Jira, open ITSM Navigator.

  2. Click Re-sync Knowledge Base.

  3. The app scans and writes all 57 pages into Confluence. You'll see a green "Knowledge base synced and ready" confirmation.

  4. Open Confluence → spaces → ITSM Navigator App KB to verify the content is populated.

  5. You're done — Ask Rovo is now grounded.

Why the app requires Confluence write access

ITSM Navigator creates and updates pages inside the ITSM Navigator App KB space so that the Rovo agent has consistent, up-to-date grounding content. The app only writes within its own KB space — it does not modify or read other Confluence spaces.

Permissions and data

  • The ITSM Navigator App KB space is created with site defaults; restrict it like any other space.

  • Rovo answers respect Confluence permissions — users only see content they're allowed to read.

  • The app stores no Confluence page content outside Confluence itself.

Troubleshooting

  • "Re-sync Knowledge Base" missing in Jira: ensure the app has Confluence compatibility enabled and that the user has permission to create spaces.

  • Sync fails: confirm Confluence is licensed on the site and the API user has space-creation rights.

  • Ask Rovo says "I don't know": run Re-sync Knowledge Base once to populate the space, and confirm Rovo is enabled (Premium/Enterprise).

  • Want to keep the KB private: edit space permissions on ITSM Navigator App KB after the first sync — subsequent re-syncs preserve permissions.