Only show knowledge articles valid for a specific service

Question

Hi Community,

I am plying around with the JSM with connected confluence knowledge base.

Generally the search work fine but I fear that over time that number of hits will be too many.

We do have articles which are only valid for a certain service or iOS (we add in Custom field).

I would like to be able to restrict that article 1 is only shown if IOS is selected in the ticket.

Anyone knowing if this is possible one way or the other?

Today we have quite long and well-described articles, but if you write some words like ex. "Error" in summary this will result in almost all articles are displayed.

Thanks

Theis

Walter Buggenhout · Answer

Hi @Theis Joergensen ,

If you have a very extensive knowledge base, it may be useful to let agents search for articles directly in Confluence (on top of the suggestions they are presented with in a ticket).

Confluence has some more advanced search capabilities and when searching for content directly in the tool, you can make use of both the structure of your articles (the way you organise the hierarchy of spaces and the pages within) and a couple of very useful macros, like:

* the livesearch macro 
* the content report table macro 
* the content by label macro

Theis Joergensen · Answer

Hi Walter,

Thanks for your feedback.

I see this from an agent view, receiving the created tickets from the help center. The task is to resolve if possible, if not then initial troubleshooting and ensuring data quality + correct routing.

Even if I have set "only show articles labeled" "Alarm" as an example, I can still find all.

It would be great if I could label service-specific articles with the service name and then tell the agents to type this into the search field to find relevant articles.

With the current setup I am considering always having the service name in the knowledge title to make it clear for what its relevant.

Brgds

Theis

Walter Buggenhout · Answer

Hi @Theis Joergensen ,

The common practice to set this up, is to use labels on Confluence pages that you then associate with request types you have in your customer portal.

It is not a silver bullet or a one size fits all solution, as that approach will only prove useful when a customer is already on the request form of that specific request type. It is also an approach that should not be confused with permissions - it just improves the focus of your search results.

It does also imply that you have to think thoroughly about the definition of your request types as well as about the labels you want to use in your knowledge base pages. While that may seem like a mountain to climb, it is something I'd recommend nevertheless.

Custom fields, unfortunately, won't be of much use for what you are trying to achieve.

Hope this helps!