The Atlassian Community Forums are currently in read-only mode. We will be relaunching on a new platform on September 22 (read more here). We apologize for the extended downtime. For concerns or questions, please email communitymanagers@atlassian.com. See you on the other side, on the new Atlassian Community Forums! :)

×
Forums
Home Q&A Discussion groups Articles Ask a question Search
Learning
Events
Champions
Release Notes
Community
Forums
Home Q&A Discussion groups Articles Ask a question Search
Learning Events Champions Release Notes
Forums
Home Q&A Discussion groups Articles Ask a question Search
Learning Events Champions Release Notes

Forums

Articles
Create
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Q&A
See all
Community resources
Top groups
Explore all groups
Community resources
Learn
Community resources
Events
Community resources

Is it possible to link a knowledge article to a related Support Ticket?

Rachel Thompson
Rachel Thompson
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Get involved
June 5, 2023

I want to be able to report on the number of times a knowledge article is associated with resolving a support ticket/request, how many new Articles are created from a Support Ticket, and how many Support tickets are missing a Knowledge Article. Is this possible?

Watch
Like Catalin Nichita likes this
1203 views

1 answer

Comments for this post are closed

Community moderators have prevented the ability to post new answers.

0 votes
Dan Breyen
Dan Breyen
Community Champion
June 5, 2023

Hi Rachel, I can answer part of your question.  If you look in your JSM reports, there should be one called 'Requests Resolved'.  You may need to tweak it for your environment, but it should include "Requests resolved without an article"  Hope that helps.

View More Comments
Rachel Thompson
Rachel Thompson
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Get involved
June 6, 2023

Hello Dan, Thank you for the feedback! That does sound very promising on the reporting side of things. It appears the only reference in Community is adding a Jira Macro on the KB. I was looking for something to add to the Ticket or does it do both? Do you happen to know?

Like
Reply
Jira Service Management
Jira Service Management
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
AUG Leaders

Atlassian Community Events

    See all events
    Community
    Forums
    FAQs Forums guidelines
    Learning
    About learning Resources
    Events
    Champions
    Release Notes
    Copyright © 2026 Atlassian
    Privacy Policy Notice at Collection Terms Security