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  1. Jira Service Management Data Center
  2. JSDSERVER-170

As an administrator I want to be able to link to multiple Confluence Spaces

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    • 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.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Atlassian Update – 31 July 2023

      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.

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              a8728c14549b Lucy Devine
              dwierzbicka Dobroslawa Wierzbicka (Inactive)
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