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How to Offer Confluence Article from Service Desk Team

Mathew Lederman
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April 1, 2024

For our IT Service Desk in JSM, we're looking for our agents to provide a the Confluence article they used to resolve the issue in a way we can track/analyze the articles.

We have the Confluence Space linked with the Service project, but the only agent-facing functionality this provides is the lookup and add to comment option. If we want to track which Confluence pages are being used/how often etc. we have to somehow parse the comments. 

The alternative would be to have the agent link the article, but that requires More > Link > Confluence > Enter the URL or Search > Link. 

Is there an easier method that I'm missing?

1 answer

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Carla Ann Rowland
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 1, 2024

In JSM the tools automatically track the article usage. Check the reports for stats. There is a report and you can make a filter on that report. Ping me back here if your need more assistance.

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