Jira Image of the Day: Suggesting the Right Help Content in Jira Service Management

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Concept Relates To

Application Type	Jira Service Management, Confluence
Deployment Type	Jira Cloud, Jira Server, Jira Data Center, Confluence Cloud, Confluence Server, Confluence Data Center

What is shown?

Knowledge base settings in a Jira Service Management Cloud project.

Visit: Project settings > Channels & self service > Knowledge base (Cloud)
Visit: Project settings > Knowledge base (Server and Data Center)

What can we learn?

By connecting Jira Service Management (JSM) and Confluence, support staff can access internal team documentation and internal or external customers can access self-help articles.

At the top of the screenshot, the JSM Cloud project is connected to two separate Confluence spaces.

• The “Documentation” space contains team policies, reusable wording, and information to help the support team troubleshoot problems and fulfill service requests. Since this information is indented for JSM agents, the “Who can view” setting is set to “Only Confluence users.” This means users who have a Confluence license. Users who create content, edit content, or manage the application need Confluence licenses.

• The “Support“ space contains help articles and answers to common questions for the customer or end user audience. “Who can view” is set to “All logged-in users” meaning users logged into the JSM customer portal. JSM customers can see Confluence knowledge base content in the portal without needing a Confluence license.

I love that Cloud allows a single JSM project to connect to multiple Confluence spaces. In Server and Data Center, only one linked space is supported. That means if you have portal customers, you’ll want to use the link for that type of content.

Tip: To provide information for support team members, simply add a shortcut link to the project’s left sidebar instead.

Suggested Articles

In addition to targeting different content to different audiences, you can also define what specific articles are presented to portal customers.

At the bottom of the screenshot, I’ve specified that only pages with the show-to-customer label are suggested for the “Ask a question” request type. Then, in Confluence, simply add that label to any applicable pages in the linked space. Here’s an example.

Tip: The label copy is visible to the end user in the portal. Make sure you choose wording that’s suitable for the audience to see!

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