Apologies if this has already been answered, I've looked high and low with no luck.
It appears that the reporting and notifications for Knowledge Base effectiveness on Service Desk tickets is rather limited. Is there any event or trigger that can be used on a Service Desk ticket when a customer flags an article Yes/No as solving the problem?
Imagine the following scenario:
I want to does something (comment, transition, etc) in the Service Desk ticket based on the customer selection for article effectiveness.
Thanks so much for your question.
Default reports in JSD related to knowledge base articles are:
You can read more about how these reports are populated by reading this community answer.
Unfortunately, JSD does not currently have the functionality to trigger a request action (such as comment, transition, etc.) when a customer selects the "This helped me" link on a knowledge base article.
Jira Service Desk
ps. if this answer is correct, please select the ‘accept answer’ button
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