several How-To articles from Customer Service Desk --> automatically subdivided in Confluence

[Star]

Hi,

when I create Article(Troubleshooting) from Service Desk, the articles are created in the confluence but not under each other (under Troubleshooting articles). Please see in screenshots. I want Test_Troubleshooting01 to be automatically created under Troubleshooting articles. Attention: the created article should be "automatically" created under Troubleshooting articles.

How can I do that?

Thanks

[Jack Brickey]

@Star , to the best of my knowledge you can't create an article under another page from within the Knowledgebase screen in a JSM project. You can do that from Confluence directly or you can initiate the Create from within JSM and then move it under another page from within Confluence. However, the view in JSM will not be illustrated in the page-tree manner, I.e. all articles appear at the same level. 

I should add that you should consider using Categories to organize your articles. For example you could create Troubleshooting as a category and categorize all such articles. Unsure if that meets your goal.

[Star]

Hi Jack,

my project manager thinks it should work with the configuration in the Jira Service Desk. Do you know someone who can help me?

Thanks

[Jack Brickey]

I do not. Server certainly is different than Cloud here. I would refer you to this document - write-and-search-for-knowledge-base-articles . In that Article I see that the drop-down field offers, two templates troubleshooting or how to. I don't see anything in there that references being able to organize the files within Confluence while creating from within JSM I may have missed it though. Possibly @Brant Schroeder can comment further. Beyond that I would defer to Atlassian Support.

[Brant Schroeder]

@Star Can you expand on the process and steps that you are doing and what the specific issue is?

[Star]

Hi Brant,

Thanks for the answer. 

I tried to describe my question better. Please read my question again!

Thanks

[Brant Schroeder]

@Star What you are seeing is the delivered behavior of the JSM and Confluence integration.  What we have found is that doing a monthly cleanup to better organize the documents in Confluence works best.  We work on ensuring that the documents are structured properly and labeled properly.  The thing you need to realize is that to the customer how the information is organized in Confluence really does not matter.  What matters is keywords in the document, labels, etc. that make it easy to find in the service desk search.