I have a knowledge base created in a Confluence space that is beautifully organised into categories and subcategories and the articles have a particular order even within the subcategories, however when it is connected to Service Desk and I've tried to organise into categories it's all messed up. How do I rearrange the order of the docs within the categories?
From Jira Service Desk, select Knowledge Base on the menu. This will take you into Articles.
On the menu you will see + New Category and clicking on this will allow you to name your category and to give it a name.
From there you can click into each of the KB articles and assign one or multiple categories to the page.
If you don't categorise a post then it won't appear on the menu, but it is still searchable.
For your customers - depending on how many categories you have created, those categories will be the menu items on the Customer Portal. There are no sub-menus, just KB posts within the categories.
For you and your colleagues - you'll still see the beautifully organised pages in their categories and subcategories via Confluence.
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