Is there a way to link a specific Knowledge Base articles to a request type in JSM?

[Oscar Perez]

Essentially I want to have KBs appear for our agents that are relevant to that ticket to help them save time searching for an article and just be able to solve issues more quickly. Currently it's just showing irrelevant Knowledge base articles.

[Brant Schroeder · Accepted solution]

@Oscar Perez Welcome to the Atlassian community

Properly labeling the articles is a great way to help out customers and agents.  Getting your agents to use the articles will also help.  Make sure that the articles are created with keywords that will help them become associated with relevant questions.  Here are some helpful links that will help you create a more robust knowledge base and make it easier for individuals to find answers.  

• https://community.atlassian.com/t5/Confluence-articles/How-to-Use-Confluence-as-a-Knowledge-Base/ba-p/2129974 
• https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/ 
• https://confluence.atlassian.com/servicemanagementserver/set-up-a-knowledge-base-with-confluence-cloud-1018775526.html 

[Benjamin]

Yes, you can selective restrict which articles show up base on request type by using labelings. First place the labels on the confluence pages to identify which ones and configure the what label is used for which request type on JSM knowledge base page. See screen below: