How to Offer Confluence Article from Service Desk Team

Mathew Lederman

For our IT Service Desk in JSM, we're looking for our agents to provide a the Confluence article they used to resolve the issue in a way we can track/analyze the articles.

We have the Confluence Space linked with the Service project, but the only agent-facing functionality this provides is the lookup and add to comment option. If we want to track which Confluence pages are being used/how often etc. we have to somehow parse the comments. 

The alternative would be to have the agent link the article, but that requires More > Link > Confluence > Enter the URL or Search > Link. 

Is there an easier method that I'm missing?

Carla Ann Rowland

In JSM the tools automatically track the article usage. Check the reports for stats. There is a report and you can make a filter on that report. Ping me back here if your need more assistance.