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Knowledge base topics on create

Jeanne Howe

We use JIRA Service Desk and have it configured to show KB articles when a user is creating a ticket.

The problem we face is that the majority of the users we support are JIRA users (application development, content mgmt, etc). This means they are actively working in JIRA on a daily basis. Because they are in JIRA, instead of going to the SD Portal to submit a support ticket, they simply click the Create button. As a result, they are not seeing the KB articles and "self-helping" themselves.

Is there anyway to have the KB articles displayed when creating a ticket from within JIRA?

Accepted answers

Jeanne Howe

As of now, this is not possible. To instruct users to review the KB articles, we made our Create screen a 2 tab screen. The first tab has a message in regard to using the KB and a link to the KB. The second tab contains all of the fields required to submit the ticket.

All comments

Boris Georgiev [Appfire]

As far as I know it's not possible, but I would suggest another approach - just deny the users to create tickets outside of the portal by adding a validator on the "Create Issue" transition which checks if the Customer Request Type field is set.

Jeanne Howe

Atiar_Rahman

For KB articles length and topics need to be correctly selected
Project based
Indicators need to be selected
Evaluation towards selecting indicators is needed
Needs
Product Area
Class of customers
Students, teachers and wise social people
social impacts need to be covered

Atiar_Rahman

Historical data approach from the past experience may be accepted for proper evaluation

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