How can an agent answer a request using a knowledge base article

[Maura Swart]

How can an agent/licensed user in a JSM project share a knowledge base article with a customer after a request has been submitted? The knowledge base I have setup works fine for suggesting articles in the customer portal, but I don't see how to find and attach articles from the agent view. I saw a Jira demo video on youtube showing a JSM project running in Data Center, and the agent view of the request had a section titled "Related knowledge base articles". I don't see this section in my cloud-based JSM projects, and I'm not finding a way to get this section to display.

[Ivan Lima · Accepted solution]

Hi @Maura Swart, a new issue view has rolled out. Have a look at Respond with an article from the new issue view. Assuming you have a linked Confluence instance to create or search articles, which you have, you should be able to find the Knowledge Base field under the Details section on the right panel.

[Maura Swart]

@Ivan Lima Thank you for this information. I was already in the new issue view so I just needed to look at the right side of the page to find the Knowledge base field under Details.