Phoenix Incidents comes with three tools that an AI assistant can use on your incidents. The tools run inside Atlassian as the signed-in user. The assistant sees only what you can see in Jira, and can change only what you can change. You can use the tools from Rovo inside Jira, or from Claude or ChatGPT once a Jira admin has turned them on.
What the AI assistant can do
The assistant lists the three tools by name. Each one does one thing.
Get incident for RCA
Reads a Phoenix incident and its RCA. You give the key of the incident or of its RCA, for example INC-123, and Phoenix finds the other one itself. The result holds the incident fields under their Jira names, the timeline, the status dates, the action items, and the contributing factors. Incident Duration is in minutes.
The result holds only what you may see in Jira. It never includes email addresses or account ids. On the Free app, the result holds the incident but not the RCA data.
Add timeline entries
Adds rows to an incident timeline. The assistant sends a date and plain-text details for each row.
Up to 20 rows per call. The details of one row can hold up to 5000 characters.
You need permission to edit the incident.
The rows are saved under your name and marked as added by AI.
If one row is wrong, nothing is saved. The assistant is told which row and why.
The rows appear on the timeline a few seconds after the call.
Set RCA text fields
Fills the empty text fields of an RCA: Executive Summary, Impact to Customers, Summary of Resolution, Error Message, and Additional Notes/Observations.
Only empty fields. A field that already has text is never replaced. If the assistant sends text for a field that is already filled, nothing is saved, and the assistant is told which fields already had text.
Plain text only, up to 20000 characters per field. A blank line starts a new paragraph. Markup is saved as typed text.
You need permission to edit the RCA.
Needs Standard or Advanced. On the Free app the call is refused with the message "RCA data is not available on the Free plan". See Free, Standard, and Advanced.
Turn the tools on (Jira admin)
There are two ways to use the tools. Rovo inside Jira needs Rovo. Claude, ChatGPT, and other outside assistants need an admin to allow outside access.
For Rovo inside Jira
Rovo must be active on your site. Atlassian turns Rovo on for the Standard, Premium, and Enterprise plans of Jira. To check which apps have Rovo features, go to Atlassian Administration, select Rovo, then Rovo access.
Once Phoenix is installed on the site, its tools are available to agents in Rovo. Nothing else needs turning on. See Use it in Rovo below.
For Claude, ChatGPT, and other outside assistants
Atlassian keeps outside access to app tools off until an admin turns it on. Atlassian calls this an early-access feature and does not yet support it for production use. The screens may change.
Go to Atlassian Administration.
Select Apps, then Sites, then your site, then Connected apps.
Select the Phoenix app and open its app details.
In the app details, turn on the tools you want to allow: Get incident for RCA, Add timeline entries, and Set RCA text fields.
Then give your users the server address for the app you have installed. Each assistant below asks for it.
Phoenix Incidents (Standard and Advanced):
https://mcp.atlassian.com/forge/9b31d2e3-c152-422b-b814-659d38d59fb2Phoenix Incidents Free:
https://mcp.atlassian.com/forge/b64b5f46-fe91-4287-9c74-e5971266cac0
Connect Claude
Claude connects to the Phoenix tools through a custom connector. Connectors are set up in your Claude account and work in Claude on the web and in Claude Desktop.
Claude on the web and Claude Desktop
On a Pro or Max plan:
Go to Customize, then Connectors.
Click + Add, then Add custom connector.
Enter a name, for example Phoenix Incidents.
Enter the server address from your admin and click Continue.
Review the detected authentication settings and click Continue.
Click Add.
On a Team or Enterprise plan, an Owner adds the connector first under Organization settings, then Connectors, then Add, then Custom, then Web. Each member then goes to Customize, then Connectors, finds the connector, and clicks Connect.
When you sign in, Atlassian opens a consent screen. Pick the site where Phoenix is installed, sign in with your Atlassian account, and approve access.
To use the tools in a chat, click the + button at the lower left of the chat, select Connectors, and turn the Phoenix connector on. Free plans are limited to one custom connector.
Claude Code
Run this once, with the server address from your admin:
claude mcp add --transport http phoenix-incidents https://mcp.atlassian.com/forge/9b31d2e3-c152-422b-b814-659d38d59fb2
Then open a Claude Code session and run /mcp to sign in. Atlassian opens the same consent screen in your browser.
Connect ChatGPT
ChatGPT connects to the Phoenix tools as a custom MCP server, using ChatGPT on the web. Your workspace permissions and security settings apply.
Go to ChatGPT Plugins.
Select the plus button, then Add custom MCP server.
Enter a name, for example Phoenix Incidents. Under Connection, enter the server address from your admin as the Server URL.
For authentication, choose OAuth.
Review the risk warning and select I understand and want to continue.
Select Create as a plugin.
Find the plugin in your personal plugins, or in the workspace where you created it, and install it.
In a chat, type @ in the prompt box and select the Phoenix plugin. Name the tool you want when it helps, for example "use Get incident for RCA on INC-123". ChatGPT asks you to confirm before a tool writes anything.
Use it in Rovo
Inside Jira, the tools are used through a Rovo agent.
Select Ask Rovo in the top menu of Jira.
In the Rovo side panel, open the agent selector and go to Create agent.
Select skip to manual step to open the agent configuration.
In the Tools section, select Add tools.
Scroll to Connected apps, select the Phoenix app, pick the tools you want, then select Add.
Name the agent and select Publish.
Use the agent selector to pick your agent, then chat with it. For example: "Read INC-123 and draft the executive summary".
Things to know
Every tool runs as you. Jira permissions apply. The assistant cannot read or change anything you cannot.
Timeline rows added by an assistant show a small AI icon. Hover over it to see which assistant added the row, for example "Added by AI (Claude)".
An assistant never replaces text a person wrote. It can only fill RCA fields that are empty.
Timeline rows take a few seconds to appear. If the assistant reads the incident straight after adding rows, it may not see them yet. It is told not to add them again.
If the assistant reports "Work item not found or you do not have access", check the key and your Jira permissions. If it keeps happening, re-authorize Phoenix Incident Management under Atlassian Connected apps.
If the Phoenix license on the site is not active, every tool is refused.
Atlassian calls connecting outside assistants an early-access feature and does not yet support it for production use. The admin screens and connection steps may change.