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JSD categories and Confluence articles


Two questions.

- First

To make Knowledge base articles (from Confluence) appear in Jira Service Desk portal's home page, we need to create categories in JSD>> knowlege base. And then manually add Confluence articles to those categories. 

Is it possible to make Confluence pages appear automatically in JSD portal home page, based on the hierarchy they already are inside Confluence? So parent pages would be "categories".

- Second

How can I change the order of the articles added to a category? They don't come automatically from Confluence, so how can we reoder them?






1 answer

0 votes

Hello @Gui Ávila,

Thank you for reaching out to Atlassian Community!

When a Confluence space is linked to a Service Desk project, the articles will be available for customers to search in the portal. The category is the best option to organize the articles and also it's easier for customers to find what they need, but if you don't add them to a category, they will also be available for customers.

Currently, it's not possible to automatically add articles to a category. There is a feature request suggesting the implementation of such ability:

Regarding the order of the articles, a new feature is being implemented to sort by Title and Last updated: 

We've recently completed adding sorting to the 'Title' and 'Last updated' columns on the articles table. This should be rolled out in the coming days.

We also have some other improvements to the articles table planned to be released soon which should improve the overall experience and reliability of the screen.

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


Like Angélica Luz likes this

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