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  1. Jira Service Management Cloud
  2. JSDCLOUD-143

As an administrator I want to be able to link to multiple knowledge bases to a Service Desk/Jira site or Confluence site

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

      At our University we have multiple heterogenous knowledge bases (wordpress, etc) with structured content that we would like to be able to connect to Service Desk in addition to Confluence. 

      It would be also useful to have the ability to link multiple Confluence Sites to one Jira/Jira Service Management/Confluence site. Currently its only possible to link multiple Confluence Spaces to a Jira site.

            [JSDCLOUD-143] As an administrator I want to be able to link to multiple knowledge bases to a Service Desk/Jira site or Confluence site

            Pinned comments

            Joseph added a comment -

            Hi 

            I am Joe , Product manager in Jira Service Management.

            We are exploring this functionality and would like to talk to those interested in this feature. Please email me at jjayanth@atlassian.com and I would love to chat and understand this need better.

             

            thanks

            Joe

            Joseph added a comment - Hi  I am Joe , Product manager in Jira Service Management. We are exploring this functionality and would like to talk to those interested in this feature. Please email me at jjayanth@atlassian.com and I would love to chat and understand this need better.   thanks Joe

            All comments

            Joseph added a comment -

            Hi 

            I am Joe , Product manager in Jira Service Management.

            We are exploring this functionality and would like to talk to those interested in this feature. Please email me at jjayanth@atlassian.com and I would love to chat and understand this need better.

             

            thanks

            Joe

            Joseph added a comment - Hi  I am Joe , Product manager in Jira Service Management. We are exploring this functionality and would like to talk to those interested in this feature. Please email me at jjayanth@atlassian.com and I would love to chat and understand this need better.   thanks Joe

            shihab added a comment - - edited

            Hi,

            Thanks for your feedback!

            We have multiple specific issues to help us better track the requirements. Please vote for the suggestions that are important to you:

            • JSD-170: link multiple Confluence spaces to a single Service Desk project
            • JSD-35: link Confluence Questions as a knowledge base for a Service Desk project
            • JSD-3480: display known issues (customer-visible JIRA issues) on the customer portal
            • JSD-143 (this issue): link knowledge sources that are not Confluence spaces / Confluence Questions. Please also add a comment mentioning specifying which knowledge source you want to integrate with.

            Breaking up bigger feature suggestions into smaller, more specific ones helps us better understand the requirements and prioritise the features, as they often have very different solutions and implementations.

            Thanks!

            -Shihab

            shihab added a comment - - edited Hi, Thanks for your feedback! We have multiple specific issues to help us better track the requirements. Please vote for the suggestions that are important to you: JSD-170 : link multiple Confluence spaces to a single Service Desk project JSD-35 : link Confluence Questions as a knowledge base for a Service Desk project JSD-3480 : display known issues (customer-visible JIRA issues) on the customer portal JSD-143 (this issue): link knowledge sources that are not Confluence spaces / Confluence Questions. Please also add a comment mentioning specifying which knowledge source you want to integrate with. Breaking up bigger feature suggestions into smaller, more specific ones helps us better understand the requirements and prioritise the features, as they often have very different solutions and implementations. Thanks! -Shihab

            Brad Mace [ATS] added a comment - - edited

            It'd be nice for us if we could search multiple Confluence spaces for certain request types, but I'm particularly interested in being able to show "known problems" on the main customer portal and/or on the individual project portals, similar to what Atlassian does in the own instance.

            I might prefer to show the list at the top/bottom of the page rather than in a popup, but either way would be a huge benefit. The problems would fall into three main categories:

            • We know there's a problem, we're working on a solution
            • We know there's a problem, here's a workaround, we're working on a proper/permanent fix
            • There was a problem; it's fixed now, but you might need to do something (such as restart your application, power-cycle phone, etc)

            I'd envision this working by specifying a filter for each portal, such as

            issuetype in (Bug, Problem, Outage) and (statusCategory != Done or resolutionDate > -1d) order by Severity DESC
            
            

            . Then the ability to create "Quick Filters" to place issues into groups:

            Group Name Quick Filter
            Known Problems, No Solution Available statusCategory != Done and Workaround is empty
            Known Problem w/ Workaround statusCategory != Done and Workaround is not empty
            Recently Resolved Problems statusCategory = Done

            And then a place to specify a max number of issues to display.

            If users could "Watch" the issues right from the list, that'd be nice to, but maybe that's for phase 2. Or to make it more generalized, they could be added to a new group of "Affected Users" which admins could reference in their notification schemes and workflows to have full control over when notifications are sent.

            Brad Mace [ATS] added a comment - - edited It'd be nice for us if we could search multiple Confluence spaces for certain request types, but I'm particularly interested in being able to show "known problems" on the main customer portal and/or on the individual project portals, similar to what Atlassian does in the own instance. I might prefer to show the list at the top/bottom of the page rather than in a popup, but either way would be a huge benefit. The problems would fall into three main categories: We know there's a problem, we're working on a solution We know there's a problem, here's a workaround, we're working on a proper/permanent fix There was a problem; it's fixed now, but you might need to do something (such as restart your application, power-cycle phone, etc) I'd envision this working by specifying a filter for each portal, such as issuetype in (Bug, Problem, Outage) and (statusCategory != Done or resolutionDate > -1d) order by Severity DESC . Then the ability to create "Quick Filters" to place issues into groups: Group Name Quick Filter Known Problems, No Solution Available statusCategory != Done and Workaround is empty Known Problem w/ Workaround statusCategory != Done and Workaround is not empty Recently Resolved Problems statusCategory = Done And then a place to specify a max number of issues to display. If users could "Watch" the issues right from the list, that'd be nice to, but maybe that's for phase 2. Or to make it more generalized, they could be added to a new group of "Affected Users" which admins could reference in their notification schemes and workflows to have full control over when notifications are sent.

            @shihab Hamid, we also need this feature. I have searched and found at least 3 related issues for this request. I'm sure there are more. Can you please consolidate them into one to get an accurate number of votes and advise when this will be available? Thanks

            Debbie Ryan added a comment - @shihab Hamid, we also need this feature. I have searched and found at least 3 related issues for this request. I'm sure there are more. Can you please consolidate them into one to get an accurate number of votes and advise when this will be available? Thanks

            Angus Law added a comment -

            1. What types of knowledge bases do you have in your organisation?

            • Multiple Confluence Spaces
            • Confluence Questions

            2. One of the challenges with searching multiple sources is combining results for heterogenous systems - as each system independently produces a result for the "most relevant articles" in that system. How would you like to combine results? Is there one system that should take priority? (what system is that?) Or would you like to see the first 3 results from each system?

            • Not applicable as we're only using Confluence - happy with the current way Confluence handles search. Would require a note saying which space/area the article is located to help guide

            3. Do these knowledge sources require authentication / end users to log in before they can search for knowledge articles? If so, how does the authentication work?

            • Logins to JIRA & Confluence. Access would be controlled based on these logins (i.e. group membership)

            Angus Law added a comment - 1. What types of knowledge bases do you have in your organisation? Multiple Confluence Spaces Confluence Questions 2. One of the challenges with searching multiple sources is combining results for heterogenous systems - as each system independently produces a result for the "most relevant articles" in that system. How would you like to combine results? Is there one system that should take priority? (what system is that?) Or would you like to see the first 3 results from each system? Not applicable as we're only using Confluence - happy with the current way Confluence handles search. Would require a note saying which space/area the article is located to help guide 3. Do these knowledge sources require authentication / end users to log in before they can search for knowledge articles? If so, how does the authentication work? Logins to JIRA & Confluence. Access would be controlled based on these logins (i.e. group membership)

            1. What types of knowledge bases do you have in your organisation?
            Multiple Confluence Spaces

            2. One of the challenges with searching multiple sources is combining results for heterogenous systems - as each system independently produces a result for the "most relevant articles" in that system. How would you like to combine results? Is there one system that should take priority? (what system is that?) Or would you like to see the first 3 results from each system?

            Combine the output of the search results. List in order of most relevant results.

            3. Do these knowledge sources require authentication / end users to log in before they can search for knowledge articles? If so, how does the authentication work?

            All our customers have logins to JIRA / Confluence. Their logins would be configured to have permission to each of the knowledge bases.

            Loryn Jenkins added a comment - 1. What types of knowledge bases do you have in your organisation? Multiple Confluence Spaces 2. One of the challenges with searching multiple sources is combining results for heterogenous systems - as each system independently produces a result for the "most relevant articles" in that system. How would you like to combine results? Is there one system that should take priority? (what system is that?) Or would you like to see the first 3 results from each system? Combine the output of the search results. List in order of most relevant results. 3. Do these knowledge sources require authentication / end users to log in before they can search for knowledge articles? If so, how does the authentication work? All our customers have logins to JIRA / Confluence. Their logins would be configured to have permission to each of the knowledge bases.

            1. What types of knowledge bases do you have in your organisation?
            Multiple Confluence Spaces

            2. One of the challenges with searching multiple sources is combining results for heterogenous systems - as each system independently produces a result for the "most relevant articles" in that system. How would you like to combine results? Is there one system that should take priority? (what system is that?) Or would you like to see the first 3 results from each system?
            Either approach would work for us

            3. Do these knowledge sources require authentication / end users to log in before they can search for knowledge articles? If so, how does the authentication work?

            No authentication is required

            Ricardo Zuasti added a comment - 1. What types of knowledge bases do you have in your organisation? Multiple Confluence Spaces 2. One of the challenges with searching multiple sources is combining results for heterogenous systems - as each system independently produces a result for the "most relevant articles" in that system. How would you like to combine results? Is there one system that should take priority? (what system is that?) Or would you like to see the first 3 results from each system? Either approach would work for us 3. Do these knowledge sources require authentication / end users to log in before they can search for knowledge articles? If so, how does the authentication work? No authentication is required

            intersol_old added a comment -

            Here is from us:
            1. One Confluence with multiple spaces, need to be able to look on the entire instance, limit it to one or more spaces. If this would support the space hierarchy plugin it would be even better. Not being able to look inside the entire instance makes the integration almost useless. Yes we do have Questions too, still evaluating it, hard to find any reason to buy price / question would be astronomical.

            We do have a GSA and we do work on trying to implement a JavaScript injection into confluence search, so it will bring answers from outside confluence. If you do support GSA directly it would be great.

            2. Scores are always numbers between 0..1, allow user to configure a multiplicator for each search source so you can combine the results correctly. An admin can tune the system to find the proper values of the search source multiplicators (again numbers between 0..1) in order to obtain the desired results.

            3. We do have authentication for our sources but most content is freely accessible to anonymous users. It would be wise to postpone authenticated search for a further release. For us, we do think that we would get 95% of the usability without authentication support. (Basic HTTP auth should do the trick)

            intersol_old added a comment - Here is from us: 1. One Confluence with multiple spaces, need to be able to look on the entire instance, limit it to one or more spaces. If this would support the space hierarchy plugin it would be even better. Not being able to look inside the entire instance makes the integration almost useless. Yes we do have Questions too, still evaluating it, hard to find any reason to buy price / question would be astronomical. We do have a GSA and we do work on trying to implement a JavaScript injection into confluence search, so it will bring answers from outside confluence. If you do support GSA directly it would be great. 2. Scores are always numbers between 0..1, allow user to configure a multiplicator for each search source so you can combine the results correctly. An admin can tune the system to find the proper values of the search source multiplicators (again numbers between 0..1) in order to obtain the desired results. 3. We do have authentication for our sources but most content is freely accessible to anonymous users. It would be wise to postpone authenticated search for a further release. For us, we do think that we would get 95% of the usability without authentication support. (Basic HTTP auth should do the trick)

            shihab added a comment -

            Thanks for creating this suggestion!

            We have been thinking about how we can support multiple knowledge sources in Service Desk and we would like to find out more about how knowledge works in your organisation.

            1. What types of knowledge bases do you have in your organisation?

            • Multiple Confluence Spaces
            • Multiple Confluence Instances
            • Confluence Questions
            • Other knowledge sources - please be as specific as you can as it will help us understand what you're trying to achieve (eg. Google Search Appliance for intranet website)

            2. One of the challenges with searching multiple sources is combining results for heterogenous systems - as each system independently produces a result for the "most relevant articles" in that system. How would you like to combine results? Is there one system that should take priority? (what system is that?) Or would you like to see the first 3 results from each system?

            3. Do these knowledge sources require authentication / end users to log in before they can search for knowledge articles? If so, how does the authentication work?

            shihab added a comment - Thanks for creating this suggestion! We have been thinking about how we can support multiple knowledge sources in Service Desk and we would like to find out more about how knowledge works in your organisation. 1. What types of knowledge bases do you have in your organisation? Multiple Confluence Spaces Multiple Confluence Instances Confluence Questions Other knowledge sources - please be as specific as you can as it will help us understand what you're trying to achieve (eg. Google Search Appliance for intranet website) 2. One of the challenges with searching multiple sources is combining results for heterogenous systems - as each system independently produces a result for the "most relevant articles" in that system. How would you like to combine results? Is there one system that should take priority? (what system is that?) Or would you like to see the first 3 results from each system? 3. Do these knowledge sources require authentication / end users to log in before they can search for knowledge articles? If so, how does the authentication work?

            @Vitek That is a really good idea, in that way we could really guide / limit searches to the right places.

            Sean Semone added a comment - @Vitek That is a really good idea, in that way we could really guide / limit searches to the right places.

              6cf75f652d57 Joseph
              d235d6cdfbfd Sean Semone
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