How to build knowledge base articles from Servicedesk issues?

[Catherine Stine]

We have hundreds of resolved service desk tickets that we would like to consolidate into knowledge base articles using our responses to the customer. Is there a tool for this? Can Rovo do this?

[Christopher Yen · Accepted solution]

Hi @Catherine Stine , welcome!

There is an Atlassian Intelligence feature for suggested topics that has the ability to draft articles, though it does state it specifically looks at work items in the last 30 days

You can get to this under your project > Knowledge Base > Suggest Topics tab

or this URL if you plug in your site and project key

https://yoursite.atlassian.net/jira/servicedesk/projects/yourProjectKey/knowledge/suggested-topics

[Catherine Stine]

Thanks!

[Dan Breyen · Accepted solution]

Hi @Catherine Stine welcome to the community.  To do something specifically with JSM I found JSDCLOUD-16758 in Atlassian's Jira Site. You can vote for and watch that for updates if you'd like.

I was also thinking, since the Knowledge Base is a Confluence space, could you just use their API to bulk load some articles

I found the Create Page Post  as an example of creating a page.  You may have to tweak them for access after the fact.

Hope that helps.

[Catherine Stine]

Thanks, this is helpful.

[Mariem Daghbouji _Vectors_]

Hi @Catherine Stine to answer your question yes, you can turn customer responses and comments from resolved Service Desk tickets into knowledge base articles.

Comment Toolkit for Jira by Vectors is built exactly for this use case and works with Jira Automation.
You simply give comments a specific label (for example: solution, final response, workaround, troubleshooting) and then use those labels as triggers in Jira automation.
When a comment is labeled, Jira can automatically create a Confluence page from that comment, whether it’s a troubleshooting guide, FAQ, or KB article.
This way, your knowledge base is built directly from ticket resolutions without manual effort.

You can find more details here: How to Create Jira Automations Based on Comment Labels .

Hope this helps!🙂