Integration with Confluence

[ana.castro]

Hi!

I'm looking for info: My company uses Atlassian products, such as Jira Software/Jira Service Desk/Confluence.
We already have knowledge base articles shared through the Confluence tool - now, we would like to implement a way to index this content, allowing internal users to help themselves instead of open a new ticket through Jira.

Example: A Jira user needs to create a ticket to be analyzed by another team - would be mandatory to index the content and share it to this user firstly, avoiding the user to create uncessary ticket (since we already have a how to created, for example). 

Could you please assist - is that possible to make this configuration and how to do it? If not, do you know if it's already mapped to be covered?

Tks a ton! Ana.

[Brant Schroeder]

If you have a knowledge base already setup in Confluence you can tie this to your service desk.  Then a user can search articles from the service desk or when they go to submit a request it will automatically search the knowledge base.  You can use labels in Confluence and associate those labels with request types to help provide better results.  You can learn more here: https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

[ana.castro]

Hi Brant! 

Thank you for your quick return.

I'd like to tie Confluence and Jira Software - is that also possible? How?

Example: A Jira Software user needs to create a ticket to be analyzed by another team - would be mandatory to index the content and share it to this user firstly, avoiding the user to create an unnecessary ticket (since we already have a how-to created, for example).

Tks ! Ana. 

[Brant Schroeder]

In your initial question you mentioned that you have three products:

• Jira Software
• Jira Service Desk 
• Confluence

Do you have Jira Service Desk or just Jira Software?

[ana.castro]

Hi Brant,

Tks for your return! 

I have those 3 products from Atlassian.

My question here is regarding Jira Software + Confluence - is that possible to integrate it? How ?

Tks a ton, Ana.

[Brant Schroeder]

Sorry if I misunderstood the initial question.  I thought that you were asking about Jira Service Desk.  Jira Service Desk will easily integrate with Confluence as a KB and is built into the product.  The only thing I can think of using delivered is to direct them to Confluence as the KB first to search for their answer and then if they can not find it to go to Jira and submit it.  What you describe as your issue and solution can be met with Jira Service Desk and Confluence.  

[ana.castro]

Thank you for your answer, Brant - we should solve this issue by process, per your return.

Do you know if Atlassian plans to implement integration between Jira Software + Confluence? 

KR, Ana.