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How to automatically create a knowledge base article based on a service desk issue

We have a service desk where users can request product features, but we have no way of exposing service desk issues to anyone outside the members of the team. 

I was hoping it would be possible to create an automation rule that would create a new knowledge base article with the content coming from the service desk issue, any time an issue got resolved. 

The goal would be to have a place where all users in my company could see the details of all previous requests, and also that they could be displayed as knowledge base articles when people are filling in the form.

Does anyone know how to accomplish this?

many thanks

1 answer

1 accepted

2 votes
Answer accepted

Hi @Brian Bishop 

To do this automatically on transition you can use the "Send web request" action in your rule to create a Confluence page.

This page has information about Confluence REST end point. I have shown how to make REST calls here.

To fetch the content from the issue you need to use the Smart Values.

I hope it helps.

Ravi

Thanks so much for this Ravi! I will test it out and see if I can get it working.

IT WORKED!

 

Took a few attempts, had to figure out the authorization, the formatting is ugly... but it works. 

 

Thanks so much Ravi. Five stars. :)

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