I want to use Notion for how-to documentation for issues raised in Jira.

Question

We use Jira in our organisation to handle various kinds of requests:

* Requests for account access to applications.
* Respond to user issues about IT support.
* Manage request lifecycles and projects.

We have our documentation in Notion for many of the support questions and how-tos for access requests.

My ask is this: We want to create a set of questions pertaining to the most common requests and support issues tickets are raised on Jira for; such that when a user asks a question, he is automatically referred to the Notion documentation that addresses the issue. If he is unsatisfied or the document does not address his use case, he can now proceed to escalate to IT support.

Does Jira have that functionality? if yes, where do I start?

Osayande Osaghae · Answer

Thanks, Nicolas, but... that isn't my question.

Let's say a user needs help with an issue. The user logs in to Jira and accesses the Service Desk (which is a project that is set up).

What do I want?

I'm looking at a world where as the user types in his/her question, Jira shows a list of articles/documentation that closely matches the response to her request. In this case, those documentation/articles are in Notion. The user gets a kind of auto self-help. If that doesn't help the user resolve the issue, escalation can now be made.

Just web links/references to the Notion pages are fine. I want to know if that is possible - creating a "database" of some sorts on Jira where each link points to a Notion document, and when users requests for assistance, they can find the link that points to the corresponding how-to Documentation in Notion.

Please let me know if I'm not clear...

Thanks!

Nicolas Grossi · Answer

@Osayande Osaghae Welcome, based on your comments you have 3 Issue types here that can be "managed" in jira (support, projects, access type) then you can assign them to any person you like.

JIRA allows you to manage issues (to do and done), then you also have workflows that each issue can perform, so you can define any workflow per issue type.

Then you have dashboards that contains gadgets based on filters (mostly) to display al the project information or track progress on certain given tasks.

HTH

Nicolas