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  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.

    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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    • Knowledge Base
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    • 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.

            [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.

            Atlassian Update – 1 March 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 1 March 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            Please consider this feature as it is now more work for our Service Desk Agents. And besides that, it is a manual activity that can be forgotten or go wrong.
            It helps our customers if they have a direct link to the KB page connected to their issue.

            Heering Ligthart added a comment - Please consider this feature as it is now more work for our Service Desk Agents. And besides that, it is a manual activity that can be forgotten or go wrong. It helps our customers if they have a direct link to the KB page connected to their issue.

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

                Created:
                Updated:
                Resolved: