As opposed to a KB style system, we aren't providing a situation where users can help themselves. But when they make certain requests, we have a Confluence page dictating the procedure that the SysAdmin should take in order to fulfil the issue.
How can I add a link to a confluence page howto, to a Service Desk created Jira ticket?
EG: Add new user to the system. Requester provides a number of details (full name, phone, email address, staff number for eg).
Requester doesn't need to see the Confluence page that we have with the "add user" steps. But the person actioning the ticket does. So having a link to that page would be useful.
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