Customize JIRA as helpdesk Knowledge Base

Question

I'm pretty new to JIRA and I would like to create a new "knowledge base" workflow and screens.

It should be tagged/categorized hierarchically.

I need only few fields on a screen:

* Question
* Answer
* Attachments
* Comments
* Category
* Tags
* Created by, Create date etc.

The workflow/issue types are simple:

* Resolved question
* In-progress question

Thank you all.

Randall Robertson · Answer

Here are some options:

* Add a custom field (single select type) with values like Solution Candidate and Validated Solution. Have your staff select Solution Candidate if they think the ticket would be useful as a KB entry. When someone validates that it is a good KB entry, they change that field to Validated Solution.
* Same idea as #1, but use the Labels field and add the label "Solution_Candidate". Change the label to "Validated_Solution" when you decide it is a good KB entry. I prefer #1 because you can't mistype in a select field. You can mistype labels. 
* Make Solution Candidate and Validated Solution statuses in your workflow. They could come after Closed in the workflow, for example.

You can then search for solutions based on the option you set up.

Esma SLIM · Answer

Hi @Randall Robertson , How can I configure the "Solution candidates" option?

petinko · Answer

The documentation was a little bit confusing and fine-grained for me. I'm looking for a tutorial or a step-by-step publication.

JIRA documentation is great but it's too "much" I feel I'm lost :(