Details
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Suggestion
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Resolution: Fixed
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285
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21
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Description
NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.
Hi everyone,
This feature will be released in 5.11!
We’re introducing the ability to link more than one knowledge base space to a single service project. This feature will improve your customer service experience and reduce request turnaround times, as agents and customers can access a wider range of articles for self-service.
Project admins will be able to link multiple spaces from the same Confluence instance, and agents can choose the appropriate space when they create new articles. We’re also making some UI changes to the agent view to enhance the knowledge base search and article creation experience.
Kind Regards,
Lucy Devine
Jira Service Management, Data Center
Problem Definition
Sometimes there may be existing Confluence Spaces that already contain Knowledge Base data. Having the ability to link a single Jira Service Management project to these spaces would be better, since that would require less Space and Page re-arranging. Not changing the pre-existing Knowledge Base environment would be less troubling for Customers as well.
Suggested Solution
Have Jira Service Management be able to connect to multiple Confluence Spaces.
Use cases
- related knowledge is scattered among multiple Spaces;
- a subset of knowledge needs to be shared among more Service Desks, but other topics are covered in specific Spaces.
Attachments
Issue Links
- is duplicated by
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- Closed
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- is related to
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- Gathering Interest
- relates to
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- Closed
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JSDS-10004 Loading...
- mentioned in
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