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There are two main functions that an integration between Jira Service Management and Confluence can serve; The first is for your customers and the second is for your agents. Both integral functionalities will help resolve tickets faster and keep your Service Desk neat and organized.
Confluence has a Blueprint available for “Knowledge Bases”. The primary function of a knowledge base is to inform users of how to solve their challenge without having to contact support. Atlassian’s documentation is a relevant example of a knowledge base. When an Atlassian user is having trouble with any of their products, they can consult the knowledge base or troubleshooting articles. For example, issues involving how to set up a feature, users can find their answers in the knowledge base, and for problems with applications, users could visit Atlassian’s troubleshooting articles. This lends itself to the creation of "how to" and "troubleshooting" articles, which Confluence offers templates for both. It is important to use the templates to keep the structure of your articles identical, which makes it consistent and easier for users when they are browsing the knowledge base.
By having an integration between Jira and Confluence, users have the ability to link a confluence space to use as a knowledge base within their Jira Service management project. As customers search the portal for information, relevant articles from the integrated space appear, giving users potential ways to solve their issues without having to create a ticket. Therefore, saving time for both the customer and the agent.
When users create troubleshooting articles, be sure to use the Jira issues macro to provide a link to any known issues that relate to the article. The macro provides real-time status updates, which reduces redundancy and allows customers to constantly stay informed.
Jira Service Management alone is also great at collecting data. In a typical day, there may be a certain request that comes in, doesn’t require too much time to resolve, but the sheer volume of requests coming in causes the more complex requests to get delayed. An easy solution for this is to create a knowledge base article within Confluence so that customers can easily find the answer themselves.
Similarly, Service management agents also have the ability to create a knowledge base within Confluence to help solve common request problems. Just remember, for sensitive information, keep it in a separate Confluence Space that isn’t linked to the Service Management Project or open to the public.
I hope you find this article useful and I would love to read your comments about how you integrate Confluence with Jira Service Management!!
DevOps Consultant / Atlassian Administrator
46 accepted answers