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Knowledge Base field in new ticket form

Vamsi Krishna Panthulu February 26, 2024

I have just got the Knowledge Base feature enabled in one of my JSM projects and created a few articles within the confluence space.

When i try to create a new ticket, i believe Jira should suggest related KB articles based on the summary of the issue.  However, currently i do not see that happening and also i dont see any field in the new ticket creation form which says Knowledge Base. 

I also checked the Fields and Screens configuration options to see if this was something i could add to the screen, but could not find such option.

 

can you help on what other configurations or feature enablement that need to be done to allow this.

1 answer

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Fabio Racobaldo [Herzum]
Community Leader
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February 27, 2024

HI @Vamsi Krishna Panthulu ,

knowledge base is based on summary field. Please verify that logged in user has permissions to view articles on confluence side.

Take a look to the following article for details https://support.atlassian.com/jira-service-management-cloud/docs/manage-knowledge-base-permissions-from-your-service-project/

Hope this helps,

Fabio

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