Creating a knowledge base article from a service ticket?

Christian Patam March 25, 2024

Hello,

Just wanted to see if I was using this function correctly:

I'm trying to create a knowledge base article using a service desk ticket. I click on the Knowledge base section in the Details panel pf the ticket and click create article. I was assuming the article would automatically populate with the service desk ticket that I am currently viewing but it just shows up as a blank article.

Is this the way it's supposed to function? I was hoping for an easier way to create knowledge base articles instead of manually having to create the article every time

Thanks

1 answer

0 votes
Dan Breyen
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
April 2, 2024

Hi @Christian Patam you are correct regarding current functionality for creating Knowledge Base articles.  When you click on the Create button, you are given a blank page to create the article.

I could see it working either way.  It might be worth it to have information filled in for you, but then again, it might be more work to deidentify customer data and make the article more presentable for a wider audience.

Hope that helps.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events