How can I restrict the confluence articles showing on Jira service desk to a choice in the form?

Question

Hi All,

We have a Jira service desk form which is used by all clients for all products.

We have a drop down from which the customer can select the product they want to submit a ticket for.

I need to ensure that,  when the client attempts to submit a ticket for a specific product ( by choosing from a drop down field in the form,  that suggested articles only from the respective product knowledge base show for them.

How can I do that?

Any help please :)

Mohamed Riza _ServiceRocket_ · Answer

@Sandra George I was not able to find any way out of the box to do this. The only other way would be to separate forms for each product.

Sandra George · Answer

Hi Mohamed,

My challenge is that I have on request form for all our products.

So I am looking to have clients trying to submit a request from the same form view suggested articles which belong to their respective product once they choose from the drop down in the same form.

Is this possible?

Mohamed Riza _ServiceRocket_ · Answer

Hi @Sandra George

You should be able to restrict the KB articles based on labels. Refer to https://support.atlassian.com/jira-service-desk-cloud/docs/how-do-you-automatically-present-articles-to-customers-in-a-request/