What determines the knowledge base listing in Jira's service portal?

[Jim Gilliam]

I am having difficulty finding where I can customize what is shown in the Jira service portal when a Confluence Cloud knowledge base is linked.

[Arkadiusz Wroblewski · Accepted solution]

Hello @Jim Gilliam 

Existing Confluence articles:

JSM project / service space → Knowledge base → Categories → select category → Add article

Create new article:

Knowledge base → Create article → choose linked Confluence space → write → publish.

[Marc -Devoteam- · Accepted solution]

Hi @Jim Gilliam 

And in addition to @Arkadiusz Wroblewski 

Also see JSM project / service space → Knowledge base → 

Control article suggestions and define per request type which content to show.

You will have to label your pages in the KB space

[Gene T_ Rambo]

Knowledge base listings in the Jira Service Management (JSM) portal are primarily determined by search relevance, Confluence linking, labels, and request types.The portal uses these factors to automatically suggest relevant self-service articles to users. Cuyahoga County Auditor