Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-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.

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Knowledge Base
    • None
    • 0
    • 1
    • 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 Desk Server. Using JIRA Service Desk Cloud? 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.

              Unassigned Unassigned
              ilabras Ibrahim (Inactive)
              Votes:
              5 Vote for this issue
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: