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When using knowledge article from confluence kb, the response is sent as a link to the article

gord I'm New Here Sep 10, 2020

Just turned on Confluence knowledge base in Jira Service Desk and when using an article to resolve the ticket or even send as a response, the response is sent as a link to the article and not the actual text of the article. 

Our preference would be to have it send the actual text in the article. 

Any ideas on how we can fix this?

 

1 answer

1 accepted

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Answer accepted
Brant Schroeder Community Leader Sep 10, 2020

This is the delivered functionality and there is no way to change it at this time.  There are also no plugins that provide this functionality.  The only thing I can think of is copy and paste the KB content into the email.   

gord I'm New Here Sep 11, 2020

thanks for your reply, I suspected that is the case. We will just have to live with it for the time being. 

thanks again.

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