Does JSM present similar past tickets or KBs automatically?

[Achal Rajurkar]

While working in JSM, if a new ticket is raised, and the service agent is unaware of a similar issue in the past, is it possible that Jira automatically brings up/pops a similar issue?

Such that the agent understands the resolution and executes the same.

Also, if there are Knowledge base articles, does JSM show related articles? If yes, what parameter does of the ticket does Jira read to suggest them?

Any suggestions/references are welcomed.

Thanks.

[Dan Breyen]

JSM can be setup so that as a user enters information regarding a new ticket it will automatically suggest solutions.

In you JSM Project Settings there is a "Knowlege Base" section where you can turn on to allow suggestions, and even specify which labels to search.