Can I import my Knowledge Base in the Same Order as it is in Confluence

Jason von der Linde

I'm currently trying to integrate a confluence page into Jira Service Management as a Knowledge Base. When I connected it into my Jira Service Management Help Center, it pulled in a different order than I currently have in my confluence page. I am assuming that this is because its doing it in order of most recent edits, but was wondering if there was any way to have it import in the same order as in Confluence. The Wiki is very much aligned with different processes, so having different processes appear out of order is going to be very confusing. Thanks in advance for your help! 

samanta.aragao

Hello Jason,

Welcome to Atlassian Community! 😊

When you integrate a Confluence page into Jira Service Management as a Knowledge Base, the order in which articles appear in the Help Center is usually determined by the search relevance or by the most recently updated content. Unfortunately, there's no direct setting in Jira Service Management to mirror the exact order of pages from Confluence.

However, here are a few approaches you could consider:

1. Manual Ordering Using Labels or Titles:

   • You can create a custom naming convention or label system in Confluence that reflects the desired order (e.g., prefixing titles with numbers or letters like "1.1 Process A," "1.2 Process B"). This way, when users search or browse the Knowledge Base, the articles appear in the intended sequence.

1. Create a Table of Contents or Index Page:

   • In your Confluence space, you can create a master page that serves as an index or table of contents. This page can list all articles in the desired order with links to each one. You can then link this master page prominently in your Jira Service Management portal (Configuring the Help Center Welcome Message), making it easier for users to navigate in the correct order.

1. Search Optimization:

   • Ensure that your Confluence articles are well-tagged with relevant keywords, so they appear more accurately in search results within Jira Service Management. You can also instruct users to use specific search terms to find articles in the correct order.

2. Custom Script or Automation:

   • If you have administrative access and the technical capability, you might explore using custom scripts or automation rules in Jira to influence the order or presentation of articles, although this can be complex and might require apps from the Atlassian Marketplace.

Unfortunately, there's no straightforward option to simply pull in Confluence pages in the exact order as they appear in Confluence into Jira Service Management. These workarounds can help maintain some semblance of order and make the user experience more intuitive.