How does the "related knowledge base articles" area work?

Hi,

I just have connected my demonstration service desk to a test knowledge base in confluence and now in my issues the "related knowledge base articles" area show up on my issues - almost as expected.

What I wonder is, how specific articles are getting suggested, because in my test cases some articles show up even if the do make sense. Is there any way of influencing this behaviour somehow? Just using permissions and or lables as described here would not be sufficient for me.

Thank you for any hints in advance!

Best regards,

Christian

1 answer

0 vote
Gaston Valente Community Champion Jul 05, 2017

Hi Christian,

I think like you, labels only are very limited.

Which kind of criteria do you have in mind?

Nothing special. I am just missing a way to control what articles should appear and which not. It could be keyword based and should cover words/labels mentioned in the article.

Christian,

I think text and labels are the basic criteria.

When you fill the summary or description fields it looks for articles with that keywords

In addition to this, you can filter the articles acording to the request type by using labels

It will be really helpful for example to restrict or present articles for example by issue field value.

 

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Apr 17, 2018 in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

771 views 2 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you