In the current version of JIRA Service desk I can only create a KB article directly.
New incidents often refer to a known error or a KB article that has already been created and documented.
Currently, I can only link a new incident to an existing KB article as "Confluence Page". This link appears as "Wiki page" link (see screenshot).
-> Service Desk - Settings - Knowledge base
You can set labels for request types and your KB article if KB is connected to your service desk.
Label the article, use the same label in service desk for the referring request type and you can search for the labeled solution in the SD.
There are incidents that are caused by new problems and there are incidents that are caused by known problems and errors. Know errors and known problems would be documented in a knowledge base. In this case this is a Confluence space and a knowledge base article (kb article) is a page. I want to link an incident to an already existing kb article because the error or problem is known and I don't want to create a new kb article and thus duplicating, triplicating, etc. the problem or workaround description.
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.Read more
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