Why is it interessant to link Jira ticket to Confluence page ?

Paul Gautier_eiv525

Hi, 

 

I have a Confluence project link to my Jira Service Management project. I saw that it is possible to add a link to a Confluence page in the comment of a ticket (so the reporter can go to the Confluence page) but I also saw that it is possible to link the Confluence page to the ticket : 

But I have the feeling that the reporter doesn't see anything after this link (no notification for instance). 

What's the benefice for the agent to link the ticket to the Confluence page ? 

Thank you.

Walter Buggenhout

Hi @Paul Gautier,

This link is a more generic feature that unleashes the power of using Jira and Confluence together.

You are absolutely right that this link will not be visible to the reporter like this and it is not really what it is meant for.

However, Confluence can be used for a wide variety of documentation and collaboration purposes, way more than just your knowledge base. It may be used to document runbooks that you use for service and release management. Or in general for describing your incident management procedures.

Suppose you run into a major incident and you run a postmortem on the matter after it is resolved, Confluence is great for documenting that. It even has an out of the box template for that type of documentation.

It is quite common that in this post mortem you would list the tickets that were related to the incident. And that link is what is behind this link to confluence button.

On a side note: it doesn't even matter if you create the link from your Jira ticket to that Confluence page or the other way around. It will be bi-directional, so you can access the linked ticket/s from within Confluence or the Confluence page from within Jira.

The post mortem is just one example, but I guess it goes well into a JSM context. You can obviously expand the idea to meeting notes or any type of (internal) documentation where it makes sense to refer to Jira issues.