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    Service Desk Knowledge Base Custom Field

    by //SEIBERT/MEDIAfor Jira Server 6.4.1 - 8.9.1
    Unsupported
    This app isn't formally supported.

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    Jira Service Management
    This app is compatible with Jira Service Management.
    Unsupported
    This app isn't formally supported.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Jira Service Management
    This app is compatible with Jira Service Management.
    Unsupported
    This app isn't formally supported.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Jira Service Management
    This app is compatible with Jira Service Management.
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    Connect your support tickets with your customer portal's knowledge base: automated search, more context, faster & better responses

    Connect your support tickets with your customer portal's knowledge base: automated search, more context, faster & better responses

    Connect your support tickets with your customer portal's knowledge base: automated search, more context, faster & better responses

    Quicker and more profound Support Replies

    Display of Standard Articles

    Knowledge Base Integration in Support Tickets

    Knowledge Base articles can be used directly for customer replies. Customers receive replies quicker, agents don't have to manually search for matching articles.

    Besides issue related articles, there is an option to integrate further standard Knowledge Base articles independent of the search term into the ticket.

    Direct access from a support ticket in Jira Service Desk to Knowledge Base content. Matching articles will be automatically displayed in the ticket based on the issue summary.

    More details

    Added support for Jira 7 and Jira Service Desk 3.

    Requirements

    • Jira Service Desk (2.5 or greater)
    • Confluence and the knowledge base space must grant anonymous access

    The Knowledge Base Custom Field for Service Desk is a Custom Field, that can be used in Jira issues, in order to display Knowledge Base content in Service Desk Tickets.

    A Confluence based Knowledge Base can automatically be searched for articles (pages) via this field. The search results will be displayed as a list in the Knowledge Base Custom Field.

    Additionally, standard Knowledge Base articles can be displayed independent of the search term. These articles are always integrated, if they are tagged with a Confluence label in the configuration of the Custom Fields.

    The displayed Knowledge Base articles can be used as an answer to the customer directly from the Custom Field. The articles can be pasted as wiki markup link into the reply field by a click.

    Reviews for cloud

    (2)
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    by Pierre-Jean Constant on 2017-02-09
    Hello, Do you plan to have a version for jira 7.3 ? Regards
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    //SEIBERT/MEDIA

    Hi Pierre-Jean, a new version has been released yesterday and is fully compatible with 7.3.

    Reviews for server

    (2)
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    by Taber Loveless on 2019-05-28
    Great simple implementation. A few fixes/enahncements would make it a must-have for anyone using both Jira and Confluence: 1) BUG: if comment on ticket is open, when editing the ticket and selecting a conf page found by this macro, it populates the comment box in the background instead of the edit page. 2) Would be nice to be able to copy of the conf page link to the comment box on the ticket (without having to go into full edit mode) 3) Does not support JEditor
    Was this review helpful?YesNo
    by Pierre-Jean Constant on 2017-02-09
    Hello, Do you plan to have a version for jira 7.3 ? Regards
    Was this review helpful?YesNo
    //SEIBERT/MEDIA

    Hi Pierre-Jean, a new version has been released yesterday and is fully compatible with 7.3.

    Reviews for Data Center

    (2)
    Sign in to write a review
    by Pierre-Jean Constant on 2017-02-09
    Hello, Do you plan to have a version for jira 7.3 ? Regards
    Was this review helpful?YesNo
    //SEIBERT/MEDIA

    Hi Pierre-Jean, a new version has been released yesterday and is fully compatible with 7.3.

    Cloud Pricing

    Server Pricing

    Data Center Pricing

    Basic support resources are available for this app.

    Vendor support resources

    Documentation

    Find out how this app works.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this app.

    Versions

    Version 1.2.4 • Jira Server 6.4.1 - 8.9.1 • Released 2019-02-28

    Summary

    App is now free and unsupported

    Installation

    1. Log into your Jira instance as an admin.
    2. Click the admin dropdown and choose Add-ons. The Manage add-ons screen loads.
    3. Click Find new apps or Find new add-ons from the left-hand side of the page.
    4. Locate Service Desk Knowledge Base Custom Field via search. Results include app versions compatible with your Jira instance.
    5. Click Install to download and install your app.
    6. You're all set! Click Close in the Installed and ready to go dialog.

    To find older Service Desk Knowledge Base Custom Field versions compatible with your instance, you can look through our version history page.

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