How do I give my team quick access to answers for regular questions?

[Laura Curtis]

Hi,

I'm brand new to Jira - IT just gave me access and no detail about how to set up a project properly. I've managed to get my project created and then an end user input set of questions. The bit I'm struggling with, and I'm sure I've seen it somewhere, is when I want to add a quick link/standard response to certain questions. For example, one of the options for submission is 'Creating a new SOP' and the answer will always be a copy of the SOP template and the WI that shows the user how to do it. I want this to be available every time this issue comes through....how do I do that?

Thanks in advance everyone

[Mark Segall · Accepted solution]

Hi @Laura Curtis and welcome to the community!

You'll want to establish a Knowledgebase.  You can configure that here:

https://YOURINSTANCE.atlassian.net/jira/servicedesk/projects/YOURPROJECTKEY/settings/confluence-kb

This will prompt you to link your project to a Confluence space where you can create pages for each KB article.  When users raise a new request and start typing a known keyword into the summary, they will be presented KB articles they can review. 

[Laura Curtis]

Thankyou for helping! Would this also work for my team when searching for responses to tickets?

[Mark Segall]

Yes!  Within the issue, they'll see related KB articles