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  1. Jira Service Management Data Center
  2. JSDSERVER-460

Customizing Knowledge Base article types

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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.

      When using Jira Service Management with Confluence, you can only create articles using the built-in "Troubleshooting" and "How-to" blueprints from Confluence. It'd be great to give customers the ability to control the templates more - for example, selecting which templates are shown, or selecting which global blueprints to use (not just the ones in the linked space).

      Having this configuration on a per-service desk basis would also be helpful, and would give Agents more control over knowledge curation. As a workaround, it's possible to create articles using different Blueprints from the Sidebar - so having this on the ticket would make life easier for Agents.

            [JSDSERVER-460] Customizing Knowledge Base article types

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              Unassigned Unassigned
              llu lingbo (Inactive)
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