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Is it possible to remove the 'Related knowledge Base articles' from the View screen?


We have our JIRA Service Desk server instance linked to a Confluence Knowledge Base space, and the searches of this KB works well when we use labels. However, due to the fact that the 'Related Knowledge Base articles' does not have labels applied, we have found that the results which are returned are often irrelevant (if a user uses a generic word such as 'issue' for example, any article with this word in could be returned).

This is causing confusion with our user base, so we would like to remove this section from the View screen for Incidents/Service Requests, whilst still allowing them to use Confluence to search our KB.

Is it possible to toggle this off from our Agent view of the screen, or does it have to remain on the page simply because we have linked our Service Desk instance to Confluence?



4 answers

1 vote

It's not possible out of the box. However, you can achieve this using ScriptRunner through the option Fragments > HIde system or plugin UI element and select the following web item:

  • com.atlassian.servicedesk.frontend-webpack-plugin:knowledgebase-issueview-panel

You can also add a condition to define what circumstances this link should be displayed.


Thanx! I'll try this solution.

I am also interested in this, is there any way to hide or remove "Related Knowledge Base articles" section from service desk issues?

Our KB is not fully ready and agents can be confused because of this, therefore I want to hide it for now.

I am also looking for answer this, Is there any way to remove "Related Knowledge Base articles" section from service desk issues??

0 votes

Scriptrunner solution doesn't work for me.

Tried various key...

Ivan Lima Community Leader Apr 03, 2020

@JP _AC Bielefeld Leader_ , I'm curious why it hasn't worked for you. We have that implemented for a few clients and it works just fine. Typically, the trick is on the condition. What did you set there?

I did a simple match on the project key. Anyway, we weren’t using the knowledge base as only a single space can be connected. I just removed the mapping.

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