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Linking specific knowledge base articles to specific service desk tickets



When using Service Desk, I find that the knowledge base articles related to the ticket that I'm handling can sometimes be misleading, out of date or not related to the ticket at all.

I was wondering if there was a way to be able to link specific confluence pages to specific service desk tickets.

I have fiddling with the knowledge base settings page on the project settings of the service desk but I can't seem to get this to work.


I have done the following (hopefully someone can point out what I've done wrong):

  • In the knowledge base setting page, set request form A to Search KB = yes and Restrict to Articles with Labels = XYZ
  • On the confluence page I want linked with request form A created a label = XYZ

However when looking at current tickets and new tickets with of request form type A the labeled page does not appear in the related knowledge base articles section.

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