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  1. Jira Service Management Data Center
  2. JSDSERVER-458

Create KB article button missing where Service Desk issues not crated via Customer Portal

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    • Icon: Bug Bug
    • Resolution: Tracked Elsewhere
    • Icon: Low Low
    • None
    • 1.2.1, 1.2.4
    • Knowledge Base

      Hi,

      We're using Confluence 5.4.3 with Jira 6.1.6 and Service Desk 1.2.1.

      In the edit issue view in Jira, the "Create KB article" button shows up inconsistently - some issues have it, some don't.

      They're all in the same Service desk enabled project, of the same issue types, and there seems no obvious pattern about when they were created/edited/resolved.

      Please see attached screenshots of two virtually identical issues - one that displays, the other that doesn't.

      Thanks,

        1. kb article button not showing.png
          kb article button not showing.png
          164 kB
        2. kb article button showing.png
          kb article button showing.png
          157 kB

            [JSDSERVER-458] Create KB article button missing where Service Desk issues not crated via Customer Portal

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304965 ] New: JAC Bug Workflow v3 [ 3125312 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058884 ] New: JSD Bug Workflow v5 - TEMP [ 2304965 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056252 ] New: JSD Bug Workflow v5 [ 2058884 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955750 ] New: JSD Bug Workflow v5 - TEMP [ 2056252 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615679 ] New: JSD Bug Workflow v5 [ 1955750 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1602816 ] New: JSD Bug Workflow v4 [ 1615679 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1398400 ] New: JSD Bug Workflow v2 [ 1602816 ]
            Marty (Inactive) made changes -
            Component/s New: Knowledge Base [ 26195 ]
            Owen Sanico [Administrative Account] made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 641496 ] New: JSD Bug Workflow [ 1398400 ]

              Unassigned Unassigned
              158c6ea5fc5c Mark Love
              Affected customers:
              1 This affects my team
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: