several How-To articles from Customer Service Desk -- automatically subdivided in Confluence

Question

Hi,

when I create Article(Troubleshooting) from Service Desk, the articles are created in the confluence but not under each other (under Troubleshooting articles). Please see in screenshots. I want Test_Troubleshooting01 to be automatically created under Troubleshooting articles. Attention: the created article should be "automatically" created under Troubleshooting articles.

How can I do that?

Thanks

Brant Schroeder · Answer

@Star What you are seeing is the delivered behavior of the JSM and Confluence integration.  What we have found is that doing a monthly cleanup to better organize the documents in Confluence works best.  We work on ensuring that the documents are structured properly and labeled properly.  The thing you need to realize is that to the customer how the information is organized in Confluence really does not matter.  What matters is keywords in the document, labels, etc. that make it easy to find in the service desk search.

Jack Brickey · Answer

I do not. Server certainly is different than Cloud here. I would refer you to this document - write-and-search-for-knowledge-base-articles . In that Article I see that the drop-down field offers, two templates troubleshooting or how to. I don't see anything in there that references being able to organize the files within Confluence while creating from within JSM I may have missed it though. Possibly @Brant Schroeder can comment further. Beyond that I would defer to Atlassian Support.

Star_dtfajq · Answer

Hi Jack,

my project manager thinks it should work with the configuration in the Jira Service Desk. Do you know someone who can help me?

Thanks