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Knowledge base and requests to order hardware

Ebenezer Appau

Hello reader,

Is it possible to list up hardware for sale In Jira Service Management? Like a webshop.
For example, our employees can request a new laptop on which a manager has to approve the request whereby an agent can proceed with the preparation of the laptop.

Also, what will it cost to have a knowledge base within our JIRA environment?

Best regards,
Ebenezer

Accepted answers

Fabian Lim

Hi @Ebenezer Appau

We use the "Shoppie" plugin to have a webshop experience enhanced (https://marketplace.atlassian.com/apps/1231591/shoppie-assets-integrated-shop-for-jsm?tab=overview&hosting=cloud). Now, in order to use this you need assets which comes in the "Premium Tier".

If you don't want to use the plugin, you can have multiple request types for different HW and then use a workflow where you ask the manager to approve via email/portal.

Yes, you can have a confluence instance for free. You will need to get a free confluence site and limit the users to 10. Here are some details: https://confluence.atlassian.com/jirakb/free-knowledge-base-for-annual-licenses-in-jira-service-management-1167818836.html (This is a real gem if you want to save money on costs, not a lot of people know about this)

Regards,

Fabian

All comments

Fabian Lim

Hi @Ebenezer Appau

If you don't want to use the plugin, you can have multiple request types for different HW and then use a workflow where you ask the manager to approve via email/portal.

Regards,

Fabian

Ebenezer Appau

Hello Fabian,

Thank you for your fast response!

Ebenezer Appau

Also I'd like to know. Is there an option for linking articles from the knowledge base in incidents/tickets?

And is there an option for setting the visibility of articles from the knowledge base? In terms of which articles are restricted to agents only and ones made available / possible for both agents and users?

Also from the points 3 and 4, does that imply / mean that anyone with access to the knowledgebase is charged / billed? And it's not all tied to a single bill, but multiple bills?

Regards,
Ebenezer

Fabian Lim

1) Yes, you can link

2) Yes, you configure labels/tags and user permissions to display them in the portal or not

3) It's a single bill to the organization. If they are accessing the knowledge base from the JSM portal, it's free. However, if they need to access directly in confluence they will be charged.

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