Best way to connect Confluence to JSM Knowledge Base?

Question

Hi everyone,

We're looking to connect a Confluence space to our Jira Service Management (JSM) knowledge base and have a few questions.

What is the best practice for setting this up? We want to ensure a smooth integration for both our agents and our customers.

Also, are there any drawbacks or limitations we should be aware of when using Confluence as the JSM knowledge base? We're particularly interested in any potential issues with permissions, search indexing, or ease of use for agents.

Finally, does this connection have to be set up for each individual JSM project, or can we link a single Confluence space to serve as the knowledge base across all JSM projects on our site?

Thanks in advance for your help!

Marc -Devoteam- · Accepted Answer

Hi @[deleted]

Here is the documentation on this feature.

set-up-a-knowledge-base-so-customers-can-serve-themselves

Yes, you will have to configure this per project, as a project can use one or multiple Confluence spaces as KB's

TIP:

Label KB articles (pages) and define which labels will be used on request types, this will provide the audience with relevant information and not full feedback from the KB with articles the most of the time will not provide help.

Benjamin Črnjak · Accepted Answer

Hi @[deleted],

1. You can easily connect one or multiple spaces to JSM.
As for the best practices, take a look at this:
- 1. article - How to get started with knowledge management in Jira Service Management

- 2. article - 5 steps to setting up a knowledge base in Jira Service Management

- 3. article - Knowledge management using Confluence

2. Regarding permissions, there are two settings that control the access to the articles in terms of knowledge base.
- definition of space access within JSM project configuration itself

- access settings within each confluence page

So if your space is open to anyone (public), but you restrict one of the confluence pages to specific users/groups - only those users/groups will have access to the page.

3. For your final question - yes, you have to make connection for each project, but you don't have to create completely new space each time. One space can serve multiple projects.

Kind regards,

Benjamin