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Suggestion
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Resolution: Unresolved
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7
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Problem statement
Currently, Jira Service Desk Knowledge base only allows for a global level management of categories. Articles that are related to a main subject either get lost inside the bigger category or end up with their own category thrown in.
Suggested solution
As an admin of Jira Service Desk, I would like to be able to create subcategories for already existing categories in the Knowledge Base.
For example:
Category: Cars
Subcategories: Engines, Tires, Windshields
More often than not, categories do have more detailed information within them that the current tooling does not allow for better management.
The example above allows me to have a category for cars as a whole and then, dedicate subcategories for car related articles in more detail.
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[JSDCLOUD-8208] Ability to create subcategories in Jira Service Desk Knowledge base categories
Could really benefit from the sub-categories feature. Otherwise our knowledge base is throttled into a very cluttered mess and only being limited to 30 categories(https://jira.atlassian.com/browse/JSDCLOUD-7861) severely handicaps how beneficial the knowledge base can be for presenting information to customers.
It would be nice to have it be able to mimic a confluence structure, categories, with sub categories, and sub-sub categories, (and even folders) etc. that way if you don't want to openly publish the confluence site, you can still maintain structure from the data source.
Our company was considering moving over from a competitor (Zendesk Support/Guide) to JSM Knowledge Space, but the ability to add sub-categories is non-negotiable for us. In order to maintain the level of excellence we want for our customer support and user experience, our users need the ability to easily find the articles they need since we want to have multiple teams across departments using the knowledge space within the help center.
While I was initially impressed by JSM Knowledge Space interface, it unfortunately doesn't need our minimum needs for documentation. We sadly won't be able to consider JSM as a vendor for our department until sub-categories and sub-sub-categories are available. Is there an ETA on when this feature will be available?
A workaround I have found is to add links to the child pages in the parent page. So you have a category "Car", then a page in that category "Wheels", then the content of that page is links to each child page in the wheels "subcategory".
The end goal of the Knowledge Base is to provide an easy way for users to find or browse articles. The ability to categorize and sub-categorize (and even sub-sub categorize) articles makes for a much better user experience. Jira is a great tool but some of the functionality that should be intuitively basic seems to be lacking. Like sorting your articles alphabetically within a category 
.
I'd like to see Jira take action on this request.
Any movement on this? Can't believe there's no way to do this or work around it?!
Team Atlassian,
This is very basic for any ITSM tool, check with any of your competitors and all has them.
With company at your size and stature, this should be simple change to incorporate this enhancement.
Please get it done ASAP.
This is reason enough for me to choose a different software altogether. Such a basic requirement.
I was creating a request ticket for this more than 1,5 year ago now and was pointed out that this ticket was already open. I off course immediately voted for it. But now, 1,5 year later this basic functionality is still not picked up....
Why not ? Categorising you knowledge base must be proper functionality in the first place