Creating a JIRA Service Desk

[Buck Lutman]

I am in the process of creating a JIRA service Desk with a link to Confluence for use as a Knowledgebase as well as using a Version One Application to fetch information for the service desk and knowledge base...

I have a bare bones Service desk up. I am an administrator

I have a Confluence space up and I am an administrator

When I go to the service desk instance I don't see how to customize it...

Does anyone have some experience or suggestions?

Thx in advance

Buck

[Alex Shmakov]

Hey there, Buck

First you need to feel up your knowledge base with articles, dont forget to set permissions on space, so your users cant editing existing articles, all articles should be opened for commenting, with this you can get feedback from users.

Then go to your new Service Desk project, on the left bar click 'knowledge base' and then 'Link Confluence space', dont remember what exactly are next steps, but in few clicks of 'Next' and entering Confluence URL your knowledge base will be set. After this your users will see articles you created before if they try to search for something on customer portal, you can also attach links to every user request type, just go to project settings >  user request type > edit fields

For more detailed instruction see this article