How can I make the knowledge base links more prominent?

[Craig Schwarze]

I have Jira Service Management link to a knowledge base in Confluence. When our customers create a ticket, the system automatically links relevant knowledge base articles. This is great, but they are not very prominent. They are over in the sidebar on the right:

How can I make these more prominent, so the users see the articles when they create their issue?

thanks,
Craig

[Angélica Luz · Accepted solution]

Hello Craig,

Thank you for reaching out to Atlassian Community!

When a customer is creating a ticket, it will show the articles while they type on the summary field. On the agent view, the articles show on the sidebar as you mentioned, so agents can view what is related to the issue and link it to the comment to share it with the customer.

Currently, the articles will show only when creating issues via the customer portal. On the Jira create issue screen, this feature is not available.

There is a feature request suggesting the implementation of this ability:

• Knowledge base search and link for Service Desk Agents on request creation

Please, click on vote and watch to receive updates about the feature.

Kind regards,
Angélica

[Craig Schwarze]

Thankyou!