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Knowledge Base Articles and Tickets

Heather Ronnebeck

I have a question for the group that are related to KB pages.

Is there a way to ensure that a KB article is applied to a ticket before the ticket can be closed?

I ask because if a KB article doesn't exist for a ticket, then the users want to ensure one is created before the ticket is closed as a proactive measure.

Thanks!

Accepted answers

Dan Breyen

Hi @Heather Ronnebeck I'm pretty sure that functionality isn't available right now. I found a suggestion that has been requested on Atlassian's Jira Site.

I hope that helps.

All comments

Dan Breyen

Hi @Heather Ronnebeck I'm pretty sure that functionality isn't available right now. I found a suggestion that has been requested on Atlassian's Jira Site.

I hope that helps.

Mauricio Dávila_gju0tp

The problem is that there can be two cases, that the article does not really exist, or that it exists but the user did not find it. I think it would be better for an agent to tell him the item he is looking for or for the agent to realize that that specific item needs to be created. What I want to ask the community is how I use Confluence tags to facilitate this search.

Mauricio Dávila_gju0tp

Also something interesting is when the project is managed by a team, it would be desirable that searches when a user of that project wants to know how to solve a problem only suggest articles that are related to that project and not in the entire knowledge base. How can I make the user of a project search only for articles related to that project? Would I have to tag all the articles in that project in Confluence with some tag? For example PROJECT_X_ARTICULO_1, PROJECT_X_ARTICULO_2,...

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