Passing information from knowledge base article to a request

Ken R

I've read that you can not connect to a specific request type from a knowledge base article. I'm currently doing a POC under a free plan, so if a necessary feature is only available in higher plans or via addons that would be useful information too.

 

Is it possible to pass attributes (for example labels) from the last knowledge base article accessed to the request type being raised or otherwise set (additional) labels/field values on the request based on the last accessed knowledge base article?

 

Additional information: It appears that you can directly link to a request type provided the request type is in a Portal Group by using the URL .../servicedesk/customer/portal/xx/create/yyy, where xx is the portal number and yyy is the request type id. Does anyone know if this "cludge" is stable?

 

Thanks in advance

Angélica Luz

Hello Ken,

Welcome to Atlassian Community!

When a Confluence space is linked to a Service Desk project, articles will appear based on what customers add to the Summary of the ticket. It's not possible to show specific articles for each request type. 

There is a feature suggesting the implementation of such ability:

• Add the ability to pre-define suggested articles per request type

Is it possible to pass attributes (for example labels) from the last knowledge base article accessed to the request type being raised or otherwise set (additional) labels/field values on the request based on the last accessed knowledge base article?

It's not possible to edit that in order to show the last accessed KB. When searching for articles in the portal, it will show the results based on keywords and when creating a ticket, only based on what customers are typing in the summary. 

If using categories, the articles will be sorted by last updated. 

Regarding the direct link, yes, the ID is specific for the request type and that won't change. 

Regards,
Angélica