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Actions on knowledge base

Clement_bz20ya

Hi the Community !

We are implementing Jira Service Management / Jira software / Confluence, both in their cloud version.

We are almost done with our user portal but we have some questions regarding the knowledge base. We want it to have a certain behaviour :

When a user is creating a request, a few articles will appear (normal). If he clic on an article, he will lose his actual page and will be redirect to the KB's page. So we have two options :

1 - the KB helped him to solve his issue. Is it possible to had a button to log that there was an issue and it has been solved with the kb ?

2 - the kb didn't helped him to solve his issue. Instead of going backwards and enter all the informations again, is there an easy way for the user to go back without losing all the informations ?

Thank you !

Accepted answers

Ivan Lima

Hey @Clement. Welcome to the Atlassian Community!

I would recommend starting with How are my knowledge base articles performing documentation. You can explore how you can use knowledge base article reports to see deflected and resolved requests with and without an article, which aligns with what you mentioned on your first point. Your KB article should open in a new tab for your second question, isn't it the case?

All comments

Ivan Lima

Hey @Clement. Welcome to the Atlassian Community!

Clement_bz20ya

Hi Ivan !

Thank you for your answer, it helped to understand better deflected and resolved issues.

Is it possible to edit the KB's template ? Add some custom fields for example ?

Ivan Lima

Yes. Templates are predefined content and customizable. For templates, you can add variables, not custom fields, as we have in Jira, which will turn into text fields or lists when users create pages from a template. Have a look at the following resources to learn more.

Clement_bz20ya

Thank you Ivan

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