Show requests by searching KB in Service Desk


in one of the summit videos I have seen, that searching the knowledge base in a customer portal also displays related request types besides the confluence pages. Unfortunately I don´t see them on my cloud instance. Is there any configuration on this...?



3 answers

Hi Paul, do you happen to know which video (url or name) so we can further look into this?

As for now, you can only use the search box on the Help Center to look for knowledge articles; and on My Issues page you can look for tickets that you have raised (but only if you happen to know some part of the title of the issue).

Hope this clarifies a bit. smile


Hi Elisa,

thanks for reply. Please have a look into this summit video, where Edwin Wong is presenting this feature i`m very looking forward to:

Hi Paul,

Sorry for the delay. Current version of Service Desk can be linked only with Confluence Knowledge Base. However, as shown in the video, Atlassian has plans to add linkage to Request Types and Questions as well in the future (which has yet to come).

Please keep an eye on the JSD Blog because as soon as this feature is released, it will be posted there. smile

Also, just to keep track, I've raised this feature request with our developers. I strongly suggest you to vote and watch that. smile

Hope this helps!


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