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  1. Jira Service Management Cloud
  2. JSDCLOUD-2978

As a Service Desk agent, I want the KB article I have created for a customer request to show up for that customer in a separate field on the customer portal.

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

      Problem Definition

      When a customer raises a Service Desk request, and the assigned agent creates a Knowledge Base article based on it, the article does not show up on the Open Requests page of the Portal.
      This leads to unnecessary interactions between customer and agent.

      Suggested Solution

      Develop a solution where if a request has a newly created knowledge base article related to it, this article should show up on the customer request page.

      Workaround

      Current leaving a comment for the customer with a link to the article works.

              6cf75f652d57 Joseph
              ilabras Ibrahim (Inactive)
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                Created:
                Updated: