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?
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.
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.
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