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How to add more request form for KB article sugestion

Dear all,

We are using Jira Service Desk with different Service Request available.

We need to be able to add more service request in the list of Control article suggestion section, this in order to be able to associate particular labels to request type.


What is the way to add a Request type form that I have configured in this Control article suggestion of KB configuration in Service Desk project settings ?

Thanks for sharing


2 answers

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Answer accepted

Hi @serge calderara,

Request types are automatically added to the "Control article suggestions" section, see example below:

  • Request types menu:

Capture d’écran 2021-01-19 à 11.33.46.png

  • Knowledge base menu:

Capture d’écran 2021-01-19 à 11.35.40.png

Are the request types you're looking for hidden from portal? It may explain why you're not seeing them in the knowledge base menu.

Hope this helps,

- Manon

you are right sorry my mistake

Like Manon Soubies-Camy likes this

You can also try this. To set up article suggestions for certain request forms:

  1. From your service project, go to Project settings () > Knowledge base.
  2. Under Control article suggestions, turn on the toggle for Allow suggestions? next to the request form you want to suggest articles for.
  3. Optionally, you can add labels under Only show articles labeled to make these suggestions smarter. To make it easy for agents who write articles to remember which label to use, we recommend using a label similar to the request form.

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