Knowledge base topics on create

[Jeanne Howe]

We use JIRA Service Desk and have it configured to show KB articles when a user is creating a ticket. 

The problem we face is that the majority of the users we support are JIRA users (application development, content mgmt, etc). This means they are actively working in JIRA on a daily basis. Because they are in JIRA, instead of going to the SD Portal to submit a support ticket, they simply click the Create button. As a result, they are not seeing the KB articles and "self-helping" themselves.

Is there anyway to have the KB articles displayed when creating a ticket from within JIRA?

[Jeanne Howe · Accepted solution]

As of now, this is not possible. To instruct users to review the KB articles, we made our Create screen a 2 tab screen. The first tab has a message in regard to using the KB and a link to the KB. The second tab contains all of the fields required to submit the ticket.

[Atiar_Rahman]

• For KB articles length and topics need to be correctly selected
• Project based
• Indicators need to be selected
• Evaluation towards selecting indicators is needed
• Needs
• Product Area
• Class of customers
• Students, teachers and wise social people
• social impacts need to be covered

[Boris Georgiev _Appfire_]

As far as I know it's not possible, but I would suggest another approach  - just deny the users to create tickets outside of the portal by adding a validator on the "Create Issue" transition which checks if the Customer Request Type field is set.

[Atiar_Rahman]

Historical data approach from the past experience may be accepted for proper evaluation