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Looking for direction on adding a feature to confluence

David Legatt

We are looking to use Confluence for our internal knowledgebase. One feature that I've been asked to research is the ability to associate a knowledgebase article with a helpdesk ticket id.

For example, a helpdesk associate would take a new call, search the knowledgebase, find an article, utilize it to resolve the call, and then in a small form on the article page, enter the ticket ID.

I've been looking through the documentation, but I'm not sure of where to start, if this would be a macro, a plugin, something I could do with a gadget, or if there is something else in the marketplace that could help.

Accepted answers

David Legatt

I found the Metadata add-on in the marketplace, I think it should fit most of what I need.

All comments

Davin Studer

What ticketing system do you use? If you use JIRA by chance there is a macro in Confluence specifically for this.

Nic Brough -Adaptavist-

Indeed, JIRA Service Desk does it the other way around.

You have the option to "create knowledgebase article from this JSD request", which creates a Confluence page linked back to the source request.

JSD also has the search option. As the customer or agent starts to enter the request, it will start to suggest articles. The idea here is actually to stop the request being raised, by giving the user the information they need, but if they continue, it will allow the Agent to respond with KB articles directly as well. It does not tag the page with the request ID, but I suspect that's a minor automation that could be done quite easily.

David Legatt

It's not JIRA, its ECi LaCrosse

Susan Ostreicher

Hi David,

This might be too simplistic, but if your goal is to associate a Confluence page with a ticket, could you just add a label to that page with the ticket ID?

David Legatt

I had considered that, and that may be a solution we go with. I was hoping for some kind of communication with my API or database that would allow me to validate and report on tickets & articles

David Legatt

I found the Metadata add-on in the marketplace, I think it should fit most of what I need.