Suggested knowledge base article smart value

[Rune Rasmussen]

Situation:

We use Jira Cloud, and the Service Desk for internet ticketing.
When a user creates a ticket, three knowledge base articles are suggested.
More often than not, these are overlooked by the end user.

We want to create automation that sends an e-mail to the reporter containing links to these three suggested knowledge base articles.

Problem:

I can, for the life of me, not find the smart value(s) needed to link/reference these articles.

What I've tried:

Digged through Atlassian documentation on smart values.

Installed JSONView plugin for my browser, and trawled through the company.atlassian.net/rest/api/2/issue-1234 data.

[Darryl Lee · Accepted solution]

So I enabled Chrome's Developer Tools and watched the Network tab when I entered "VPN help" into the Summary of a Service Desk request and saw this query pop up:

https://MYSITE.atlassian.net/rest/servicedesk/knowledgebase/latest/articles/search?project=HELP&query=VPN%20help&spaceKey=HELP

That returns a JSON result with the suggested results.

You would do this in Automation by using Web Requests, querying for  {{issue.summary.urlencode()}}

https://community.atlassian.com/t5/Jira-articles/Automation-for-Jira-Send-web-request-using-Jira-REST-API/ba-p/1443828

I think you could then send an email that contains the contents of those results, using something like:

{{#webhookResponse.body.results}}
* <a href="{{url}}">{{title}}</a>
{{/}}

Unfortunately that endpoint is not documented and the article titles contain Confluence markup which will be a pain to cleanup.

An alternate (and actually documented) endpoint you could hit is here:

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk/#api-rest-servicedeskapi-servicedesk-servicedeskid-knowledgebase-article-get

This is the URL I used to get the same results (without markup):

https://MYSITE.atlassian.net/rest/servicedeskapi/servicedesk/1/knowledgebase/article?query=VPN%20help

With results from a Web Request might show up here:

{{#webhookResponse.body.values}}
<li><a href="{{content.iframeSrc}}">{{title}}</a>
{{/}}

Unfortunately the iframe link is lacking any... context. But the data is there.

Oh, here's the fix for that:

{{#webhookResponse.body.values}}
<li><a href="https://MYSITE.atlassian.net/servicedesk/customer/portal/1/article/{{source.pageId}}">{{title}}</a>
{{/}}

I think this is all the pieces you need. LMK.

[Rune Rasmussen]

Thank you darryl!

With a bit of help from a colleague, we got it working with a bit of automation looking like this:

When an issue is created --> Send web request --> Send email

Web request:
Webhook URL: https://MYSITE.atlassian.net/rest/servicedeskapi/servicedesk/1/knowledgebase/article?query={{issue.summary.urlencode()}}&limit=3
Header: X-ExperimentalApi - opt-in
Header: Authorization - [my basic auth token]

HTTP method: GET
Wait for response: checked.

Email:
To: Reporter
Subject: [Whatever you want]
Content: {{#webhookResponse.body.values}}
<li><a href="https://MYSITE.atlassian.net/servicedesk/customer/portal/1/article/{{source.pageId}}">{{title}}</a>
{{/}}

I set "limit=3" in the URL because the UI the end user sees only displays 3 articles, and we want to avoid drowning them with information.
The default limit turned out to be 10.

[Rune Rasmussen]

Thank you Daryl!

I think I managed to delete my first reply, so here it is again :)

With some help from a colleague we got it working.
Our automation looks like this:

Issue created --> Send web request --> Send email.

Web request:

URL: https://MYSITE.atlassian.net/rest/servicedeskapi/servicedesk/1/knowledgebase/article?query={{issue.summary.urlencode()}}&limit=3

Header: X-ExperimentalApi : opt-in
Header: Authorizatoin : [my basic auth token]

HTTP method: GET

Wait for response: checked

Email:

To: Reporter
Subject: [whatever you want it to be]
Content: {{#webhookResponse.body.values}}
<li><a href="https://MYSITE.atlassian.net/servicedesk/customer/portal/1/article/{{source.pageId}}">{{title}}</a>
{{/}}

We set the "limit=3" parameter in the URL to match the amount of articles presented in the UI the end user sees.
The default limit turned out to be 10.

[Darryl Lee]

So glad it worked for you.

Shoot, forgot to warn you about the X-ExperimentalApi : opt-in header. That got me when I was testing this.

Good call on limiting it to 3.

[Daneli Galan]

Is there another way to implement this? I am new to JIRA and need a similar solution as the solution above did not work for me? 

[Rune Rasmussen]

I am not aware of any other ways of implementing it. At least I have not found any options, toggles, or other built in way of doing this.

It's not possible to add the suggested articles directly in the Customer Notifications.

[Daneli Galan]

Appreciate the reply back , i will continue to try your method above