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  1. Jira Service Management Data Center
  2. JSDSERVER-428

As an Agent I would like to see related KB articles on existing tickets so that I may more quickly resolve issues.

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    • Icon: Suggestion Suggestion
    • Resolution: Fixed
    • 3.2.0
    • Knowledge Base
    • None
    • 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.

      Users submitting through the portal may overlook articles, or not understand articles that require more technical knowledge.

      It would be a huge value to allow agents to see by default any KB articles that match up to the summary (or description <-- too greedy?) of the currently viewed issue.

      Even an extra click for performance reasons would be ok "Find related KB".

      https://answers.atlassian.com/questions/277880/view-related-confluence-kb-articles-on-existing-jira-service-desk-tickets

            [JSDSERVER-428] As an Agent I would like to see related KB articles on existing tickets so that I may more quickly resolve issues.

            Joseph made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]

            Joseph added a comment -

            This feature is available in the product now.

            Joseph added a comment - This feature is available in the product now.
            Joseph made changes -
            Assignee New: Joseph [ 6cf75f652d57 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012106 ] New: JAC Suggestion Workflow 3 [ 3650496 ]
            SET Analytics Bot made changes -
            UIS Original: 2 New: 1
            SET Analytics Bot made changes -
            UIS New: 2
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665871 ] New: JAC Suggestion Workflow [ 3012106 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322939 ] New: Confluence Workflow - Public Facing v4 [ 2665871 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Keri Duthie (Inactive) made changes -
            Fix Version/s New: 3.2.0 [ 61190 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052899 ] New: JSD Suggestion Workflow - TEMP [ 2322939 ]

              6cf75f652d57 Joseph
              44f3cd099ed9 EddieW
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              11 Vote for this issue
              Watchers:
              15 Start watching this issue

                Created:
                Updated:
                Resolved: