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  1. Jira Service Management Data Center
  2. JSDSERVER-458

Create KB article button missing where Service Desk issues not crated via Customer Portal

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    • Icon: Bug Bug
    • Resolution: Tracked Elsewhere
    • Icon: Low Low
    • None
    • 1.2.1, 1.2.4
    • Knowledge Base

      Hi,

      We're using Confluence 5.4.3 with Jira 6.1.6 and Service Desk 1.2.1.

      In the edit issue view in Jira, the "Create KB article" button shows up inconsistently - some issues have it, some don't.

      They're all in the same Service desk enabled project, of the same issue types, and there seems no obvious pattern about when they were created/edited/resolved.

      Please see attached screenshots of two virtually identical issues - one that displays, the other that doesn't.

      Thanks,

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        2. kb article button showing.png
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            [JSDSERVER-458] Create KB article button missing where Service Desk issues not crated via Customer Portal

            shihab added a comment -

            Thanks for raising this issue - we are tracking it in the JIRA Service Desk issue tracker on https://jira.atlassian.com/browse/JSD-457

            shihab added a comment - Thanks for raising this issue - we are tracking it in the JIRA Service Desk issue tracker on https://jira.atlassian.com/browse/JSD-457

            Lisa Schaffer added a comment -

            We have technical staff who log internally and use JIRA daily. To tell them to go to a customer portal to log it, so we can garner the KB info is not really an option. Any ideas on whether this will be fixed soon?

            Lisa Schaffer added a comment - We have technical staff who log internally and use JIRA daily. To tell them to go to a customer portal to log it, so we can garner the KB info is not really an option. Any ideas on whether this will be fixed soon?

            Mark Love added a comment -

            I've just done some more digging and realised that the only issues that have the link are the ones created via the web portal - issues created directly in Jira don't have the button.

            So, that explains it, but is it right that it works in this way?

            The Service desk is enabled for a project, and so I would expect all issues in the project to be treated the same, regardless of where they originated from.

            Mark Love added a comment - I've just done some more digging and realised that the only issues that have the link are the ones created via the web portal - issues created directly in Jira don't have the button. So, that explains it, but is it right that it works in this way? The Service desk is enabled for a project, and so I would expect all issues in the project to be treated the same, regardless of where they originated from.

              Unassigned Unassigned
              158c6ea5fc5c Mark Love
              Affected customers:
              1 This affects my team
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: