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?
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:
You can also add a condition to define what circumstances this link should be displayed.
Hello Insight users, As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you! ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event