Jira Align Knowledge Base Announcement

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One of the fundamental principles of Atlassian Customer Support is the concept of Knowledge-Centered Service, also known as KCS. The underlying idea behind KCS is to transform all our work into reusable knowledge so that others can benefit from it in the future. In our Support role, we encounter numerous opportunities to capture knowledge on a daily basis.

Over the past three years, the Jira Align (JA) Support team has wholeheartedly embraced this philosophy, converting our experiences into a wealth of knowledge content. Many of the issues we have addressed and resolved for our customers have been transformed into knowledge base (KB) articles that continue to assist other customers facing similar challenges.

Until now, these knowledge base articles were only available internally to the Jira Align Support team. However, recognizing that knowledge holds value when shared, our team has committed to making this internal knowledge accessible to our customers.

To achieve this goal, the Jira Align Support team initiated a project in the second half of 2023 to migrate our internal content to a public knowledge base. This content is hosted on confluence.atlassian.com, Atlassian’s official Documentation portal and home to several other product knowledge bases.

You can now access the Jira Align Knowledge Base to search for specific errors or messages you may be encountering; if documented previously, you will find solutions there. Additionally, JA KB articles are indexed by search engines, so searching for Jira Align troubleshooting steps or error messages in your browser, Google, etc, may lead you to the new space. Finally, our Jira Align Help site, which contains how-to documentation, provides a homepage link to the knowledge base for quick access.

We’ve already migrated over 200+ articles to the KB, and work continues on. We hope to conclude the migration sometime around the end of March 2024.

Please utilize this new resource whenever you need more information about resolving an issue in Jira Align. If what you seek isn't readily available, let us know! You can create a support ticket detailing the information you’re looking for. We’ll work to resolve your issue, and when possible, create or update KB articles related to the problem.

Quick links

• Jira Align Knowledge Base
• Jira Align Help
• Create a support ticket

[Edvaldo Lima]

That's excellent @Diego Larangeira

Thank you so much for leading this effort!!!!

[Abigail Leta]

@Diego Larangeira you know what would be awesome?  If you shared how you are doing KCS in practice at Atlassian.  JSM project + Confluence + .... what automations and add ons?    Is there a review process?  How are you handling the workflow of that?  How many people are charged with this, or what percentage of time does it take for your existing support staff?  To what extent is your AI solutions currently assisting with writing?

I think there are many people trying to implement KCS or refine it, while keeping up with improvements and changes to KCS/Confluence and trying to figure out how to leverage AI.  You experience and insight would be invaluable.