Organising confluence docs in Knowledge Base

Amelia Savor

I have a knowledge base created in a Confluence space that is beautifully organised into categories and subcategories and the articles have a particular order even within the subcategories, however when it is connected to Service Desk and I've tried to organise into categories it's all messed up. How do I rearrange the order of the docs within the categories?

Mike Bowen

Hi @Amelia Savor 

From Jira Service Desk, select Knowledge Base on the menu. This will take you into Articles. 

On the menu you will see + New Category and clicking on this will allow you to name your category and to give it a name. 

From there you can click into each of the KB articles and assign one or multiple categories to the page. 

If you don't categorise a post then it won't appear on the menu, but it is still searchable. 

For your customers - depending on how many categories you have created, those categories will be the menu items on the Customer Portal. There are no sub-menus, just KB posts within the categories. 

For you and your colleagues - you'll still see the beautifully organised pages in their categories and subcategories via Confluence.

 

-Mike