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Is it possible to remove the 'Related knowledge Base articles' from the View screen?

Gareth Ford

Hi,

We have our JIRA Service Desk server instance linked to a Confluence Knowledge Base space, and the searches of this KB works well when we use labels. However, due to the fact that the 'Related Knowledge Base articles' does not have labels applied, we have found that the results which are returned are often irrelevant (if a user uses a generic word such as 'issue' for example, any article with this word in could be returned).

This is causing confusion with our user base, so we would like to remove this section from the View screen for Incidents/Service Requests, whilst still allowing them to use Confluence to search our KB.

Is it possible to toggle this off from our Agent view of the screen, or does it have to remain on the page simply because we have linked our Service Desk instance to Confluence?

Thanks

Accepted answers

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Doğan Yalmanyalgın

I am also interested in this, is there any way to hide or remove "Related Knowledge Base articles" section from service desk issues?

Our KB is not fully ready and agents can be confused because of this, therefore I want to hide it for now.

anja_sandadi

I am also looking for answer this, Is there any way to remove "Related Knowledge Base articles" section from service desk issues??

Ivan Lima

It's not possible out of the box. However, you can achieve this using ScriptRunner through the option Fragments > HIde system or plugin UI element and select the following web item:

com.atlassian.servicedesk.frontend-webpack-plugin:knowledgebase-issueview-panel

You can also add a condition to define what circumstances this link should be displayed.

Cheers.

Jacoline Melis

Thanx! I'll try this solution.

JP _AC Bielefeld Leader_

Scriptrunner solution doesn't work for me.

Tried various key...

Ivan Lima

@JP _AC Bielefeld Leader_ , I'm curious why it hasn't worked for you. We have that implemented for a few clients and it works just fine. Typically, the trick is on the condition. What did you set there?

JP _AC Bielefeld Leader_

I did a simple match on the project key. Anyway, we weren’t using the knowledge base as only a single space can be connected. I just removed the mapping.

Derek Sheeman

Late, but: If you have re-keyed the project, try the original project key.

valk_hgzhq4

Thanks Ivan and Fabian just used your suggestions and it works on JSM 5.2.0 on Data Center. Here is the actual code in ScriptRuuner/Fragments section type following:

Hide what:

com.atlassian.servicedesk.frontend-webpack-plugin:knowledgebase-issueview-panel

Condition:

jiraHelper.project?.key != "JRA"

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