Index Jira Tickets within KB so they are searchable by Agent or User

Question

Hi folks...

I am wondering if Jira's KB capabilities extend to indexing tickets so that tickets can be searchable within the KB. Was think of having two KB, one internal for agents and another public for users and be able to search for tickets in either of these KBs.

If this is not available than am I at least able to turn a Jira ticket into a KB, prepopulating the article with ticket details?

Thank you

unknown · Answer

Hi @Abe Bahiru ,

Agents can use the "Similar requests" feature in the ticket to find relevant tickets that might have the resolution. If there is a similar ticket that's resolved, use the "Summarize" feature to quickly find the answer in that ticket. "Playbooks" is also a new feature agents can use to document specific fixes.

The "Organization" feature allows users to share/find tickets others have submitted.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-similar-requests/

https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-playbooks/

https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

Hope this helps,

andrew.pass · Answer

Hi @Abe Bahiru

You can for sure create KB articles from the tickets, but not sure it'd be the right approach, you'll end up with a crazy number of pages.

In Confluence on automation, use -

Trigger -

- When: Issue Created

Condition -

- Smart Values, use this to narrow down the type of ticket

Action -

- Then: Publish New Page

Using the above you can inject data onto the page.

An alternative method could also be using Assets creating a new Assets object per ticket but you'll quickly incur additional costs in the future as you hit object limits.

Marc -Devoteam- · Answer

Hi @Abe Bahiru

Welcome to the community.

This is not possible as Jira (JSM) ticket information in Confluence is only visible for users having a license within Jira (JSM).

Also if you would provide this, then there is no indexing in Confluence option based on Jira ticket.