I want to ensure that relevant knowledge base articles being used for issues being raised But unfortunately so far im not able see how to access the configuration of this search mechanism.
Jira service management utilized AI to help determine which KBs are related to the question being asked. Over time it will learn and make better associations when questions are asked.
If you are using a company managed project you can help facilitate this by adding labels to the KB articles in Confluence and then associate those labels with request types. You can do this in project settings -> knowledge base
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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