In this blog I am going to showcase you on how to setup knowledge base in Jira Service Management.
Knowledge base articles are nothing but Confluence pages, we need to link the confluence space to JSM for the setup.
Please note that we will be able to set this up if our confluence and JSM are under the same site.
Under project you will see knowledge base.
Once you click over it, you will be redirected to below page where you will be seeing option to go to knowledge base settings.
You can also go to the projects settings and click on the knowledge base for the same and you will be redirected to the below.
Where you see option to link a space or create a Space.
To create a space, you can click over the Create Space, this will in turn creates a space in confluence.
Once added it will be shown as below.
Over the confluence we can see it as below.
If you want to link an existing confluence space to the JSM.
you can click over link space, and you will see the below options. Where you will be able to select spaces that are available in your confluence.
Once you link it will be shown as below.
Also please set “Who can view to all logged-in users” so that you do not need to add users to confluence to see the articles.
You can categorize articles; by clicking on knowledge base, you will see option to add categories.
Categorizing articles will let you showcase multiple articles to customers when they are raising request over portal.
In the below screenshot you can clearly see suggested article over the portal when user is writing the summary.
If you want to get started with confluence and master you can refer below blogs:
A Beginner’s Guide to Confluence
Mastering Content Creation Over Confluence Pages
Mastering Macros in Confluence
Mastering Document Imports into Confluence
To more about Jira Software/Jira Service Management/Confluence maintenance or administrating contact us. If you need assistance on Jira implementation or any guidance on Atlassian product suite, contact us at devopstools@ecanarys.com
Canarys is Atlassian Silver Solution Partner providing DevOps solutions using Atlassian, GitLab, GitHub, Azure DevOps, Kubernetes and other devops platforms for customers, covering over 30+ cities across India, APAC, and USA.