Connecting JIRA Service Management with Confluence as KB

[kashif siddiqui]

I would like to know that how do I do context based search for the relevant KB written in Confluence pages from the incident ticket created in JIRA via Description or Summary field of the incident.

So lets say I create an incident ticket in JIRA and now I would like to know how to troubleshoot it.  Can I do context based search in the Confluence KB page directly from JIRA if yes then how?

FYI, We have both applications installed in our  environment, where we use JIRA for creating Incident tickets and Confluence for creating KBs/articles, however, both of these applications are used separately. So if I have to search any relevant KB to resolve the incident then I must open the Confluence KB page separately and then search the KB or information from the Confluence Search instead of doing directly in JIRA at incident level.

[Alex Koxaras -Relational-]

And to add to what Robert said, you could potentially see (both as an agent, but as a customer as well) relative to the summary KB articles after the ticket creation. And the customer could indeed solve his problem without the use of an agent. Pretty handy! 

[kashif siddiqui]

Thank you!

[Robert Wen_Cprime_]

Hello, @kashif siddiqui !  Welcome to the Atlassian Community!

If both JSM and Confluence are installed internally (Server/Data Center), you should be able to connect the two by following the following documentation: https://confluence.atlassian.com/servicemanagementserver/set-up-a-knowledge-base-with-confluence-server-1018775515.html

[kashif siddiqui]

Thank you! 

[Robert Wen_Cprime_]

You're welcome!  Happy to help!