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  1. Jira Service Management Data Center
  2. JSDSERVER-428

As an Agent I would like to see related KB articles on existing tickets so that I may more quickly resolve issues.

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    • Suggestion
    • Resolution: Fixed
    • 3.2.0
    • Knowledge Base
    • None
    • 1
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

    Description

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Users submitting through the portal may overlook articles, or not understand articles that require more technical knowledge.

      It would be a huge value to allow agents to see by default any KB articles that match up to the summary (or description <-- too greedy?) of the currently viewed issue.

      Even an extra click for performance reasons would be ok "Find related KB".

      https://answers.atlassian.com/questions/277880/view-related-confluence-kb-articles-on-existing-jira-service-desk-tickets

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          Suggestion - JSDCLOUD-428 As an Agent I would like to see related KB articles on existing tickets so that I may more quickly resolve issues.

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              6cf75f652d57 Joseph
              44f3cd099ed9 EddieW
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