We are getting ready to go live with a Jira Service Desk and want to ensure our team practices Knowledge Centered Service. There are a couple of things we'd like to be able to do: * Create articles as drafts, then publish after review * Implement an approval workflow for publishing articles * Delete duplicate articles I have not found ways to do these things by browsing Jira and Confluence knowledge articles.

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Confluence Knowledge Base: Can I implement a workflow for publishing knowledge articles?

Miranda_Reshaw

We are getting ready to go live with a Jira Service Desk and want to ensure our team practices Knowledge Centered Service. There are a couple of things we'd like to be able to do:

Create articles as drafts, then publish after review
Implement an approval workflow for publishing articles
Delete duplicate articles

I have not found ways to do these things by browsing Jira and Confluence knowledge articles.

Accepted answers

James Conway_4h3kp2

@Matt Reiner _K15t_ @ka thank you for recommending Comala Document Management!

@Miranda_Reshaw I am a Senior Product Manager at Comalatech, could you confirm if you are using Confluence Cloud or Server, then we'll be better able to advise on your options.

Kind regards

James
Senior Product Manager

All comments

Krzysztof Daukszewicz [CoreSoft Labs]

The only thing that comes to my mind is using Better Content Archiving app in Confluence to organize content creation and reviews. Nothing out-of-the-box I think.

Matt Reiner _K15t_

@Miranda_Reshaw

I think Comala Document Management will help you with the first two needs.

ka_jgos0f

Hi Miranda,

I am far away from being an Atlassian or Confluence expert but was told a couple of years ago that Comala Workflows were suitable to practice KCS with Confluence. I never tried it myself but maybe it is worthwile to pursue?

Hope this helps,

Kai

James Conway_4h3kp2

@Matt Reiner _K15t_ @ka thank you for recommending Comala Document Management!

@Miranda_Reshaw I am a Senior Product Manager at Comalatech, could you confirm if you are using Confluence Cloud or Server, then we'll be better able to advise on your options.

Kind regards

James
Senior Product Manager

ka_jgos0f

Ah, by the way. Talking KCS you should not delete duplicates but merge them. Should a case/ticket have been linked to the article deleting it would mean the link is lost as well.

Kai

ka_jgos0f

James, can you confirm or deny any details about general KCS support by your solution? As I wrote the rumour it would be supported has aged well.

Would be nice to know since every once in a while a customer is asking.

Thanks, Kai

James Conway_4h3kp2

Hi @ka

KCS is a use case we support, you can define custom workflows to implement your specific document lifecycle and manage access to content through permissions. In fact, @Libby Healy wrote about her experiences implementing Comala Document Management for her organisation's KCS in Confluence Server here.

Kind regards

James
Senior Product Manager

Miranda_Reshaw

Thank you! Yes, I agree; we created some test articles we were hoping to get rid of.

Miranda_Reshaw

Thank you!

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