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Is it possible to automatically link documentation from Confluence to a Jira issue?

Jennifer Hemmens

Hey everyone!

We're currently working really hard to set up our Jira & Jira Service Desk environments as well as possible before we fully implement it as our issue tracking tool. While my colleagues are sorting that out, I'm working on organizing our (comprehensive) Confluence documentation as logically as possible.

What we want, is that when a Jira issue is created, related documents that could be helpful in resolving it are automatically linked to the issue. This would save our engineers time in looking for the appropriate documents and linking them to the issue(s) themselves.

Is it possible to do this? For example, by means of labels/components/epics?

Thanks!

Jen

Accepted answers

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Tarun Sapra

Hello @Jennifer Hemmens

Atlassian already provides a similar feature as to what you require. Basically you can link your Service desk with Confluence knowledge base So that Customers and Engineers don't spend time on repetitive tasks and solutions.

https://confluence.atlassian.com/servicedeskserver/set-up-a-knowledge-base-for-self-service-956713310.html

Jennifer Hemmens

Hi @Tarun Sapra ,

Thanks for the link! I could only find information regarding linking the Confluence knowledge base to ServiceDesk for anonymous users, which is something we wish to avoid.

Are the links to the documentation automatically included in a Jira issue that has been created based on a ServiceDesk ticket?

Tarun Sapra

Hello @Jennifer Hemmens

The links to the documentation are not automatically included, but the customer can quickly do a search

But the linked documentation can appear automatically as the customer types in the request in the JSD, see pic below from docs. Also yo ucan customize the permissions for JSD and the docs as to who can see and who can't

Tarun Sapra

Hello a page from the knowledge base article can be displayed in the issue view screen if the content of the tickets matches that of the page.

See below in the screenshot "Related knowledge base articles"

Davin Studer

Another option would be to do it with ScriptRunner. You could create a listener script that would fire off on issue creation that could then scan through your Confluence system using the REST API and create links to the pages that match your logic.

Jennifer Hemmens

Hi @Davin Studer thanks!

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