I have a Jira service management project with a KN configured and it works fine. By default it seems to find articles which are associated with the words in the summary line of the ticket. Is it possible to configure additional fields for the knowledge base to base his results from? Like description?
Thank you for reaching out to Atlassian Community!
When a customer is creating a ticket in the portal, the suggested articles will only appear when they are filling the summary. Currently, it’s not possible to show articles while they add a description or select a value for other custom fields.
There is a feature request suggesting the implementation of this ability:
Please, click on vote and watch to receive updates about the feature.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event