difference between internal and external knowledge bases

[Steeve P_]

Hi Everyone,

Currently trying to get the most accurate way of documentating process for our agent working on issues.

Found out there is 2 way of using "Knowledge base" in JSM.

Internal and External.

At first view "Internal" (Descripted : Only agents and admins can access internal knowledge base. ) Seems the most accurate one.

But then realised that as soon as I put my Confluence space in Internal...there is no longer possibility for agent to access thos directly from an Issue view.

By opposition, External, desgined for customer is directly indexed In "Knowledge base" field in the issue and give agent the abilty to find relevant documentation.

Seems that Even Rovo, behing the "Suggestion" frame, is ignoring my "Internal KB"

Of course i've read this page...

https://support.atlassian.com/jira-service-management-cloud/docs/the-difference-between-internal-and-external-knowledge-bases/

Again and again...

But still not getting it... What would be the purpose of this" Internal" if it means that the only way to access it is over the "KnowledgeBase" menu...and so needing to "search" for something yourself, and quit the current issue you're working on ?

[Marc -Devoteam- · Accepted solution]

Hi @Steeve P_ 

This is not possible, but there is an open feature request on this, see JSDCLOUD-18174 

[Steeve P_]

I Marc,

Thanks for the fast answer...

Was afraid it would be like that...but ok..

Hope the feature reach Development ;-)