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KCS - Handling linking of knowledge in Confluence to external ITSM systems

Richie Gilbert
Richie Gilbert
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May 25, 2017

Has anyone any experience with using Confluence with Knowledge Centred Support framework?  I am interested how you would go about linking of knowledge articles to support tickets when support is not being run from Jira Service Desk. We are using Remedy for our incident tickets.

 

Any help would be useful.

Thanks

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Mirek
Mirek
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June 28, 2024

Hi, 

From what I know Confluence OOTB is not officially a KCS (ver.6) verified tool. Definitively when adding tools like Comala Workflows it adds additional layer that could make it more compatible with the framework.

As for linking probably it is possible just by using simple hard link or integrate is somehow using RestAPI however I guess Remedy have its own KCS module that could be used only with BMC products

https://docs.bmc.com/docs/km2002/kcs-support-in-bmc-knowledge-management-910741555.html

  • You can perform the KCS-defined functions only through BMC Remedy with Smart IT (Smart IT) and BMC Remedy Smart Reporting.
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