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Customers have installed this add-on in at least 14 active instances.
    by //SEIBERT/MEDIA - LabsAtlassian Verified
    //SEIBERT/MEDIA - Labs is an Atlassian Verified vendor. Verified vendors demonstrate Atlassian standards for add-on quality, reliability, and support.

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    for JIRA Server 6.4.1 - 7.1.10
    Unsupported
    This add-on isn't formally supported, but you can ask a question via Atlassian Answers.

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    Supported
    //SEIBERT/MEDIA - Labs supports this add-on.

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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

    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.

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    Pricing

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    Paid-via-Atlassian pricing FAQ

    How does server add-on pricing work?

    Server products and add-ons are hosted on your servers. Licenses are perpetual and the purchase price include 12 months of maintenance (support and version updates).

    You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your host product and add-on licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

    If add-on pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my server pricing tier?

    For JIRA Server 7.0 or later, the add-on tier should match the maximum tier of the licensed JIRA applications on your instance. For example, if you're running JIRA Software (50 users) and JIRA Service Desk (10 agents) on the same instance, you should purchase the 50-user tier for add-ons.

    For versions of JIRA Server prior to 7.0, the add-on tier should match the licensed user tier for JIRA. Even if fewer users want to use the add-on than your JIRA license, the two licenses should match exactly.

    Do you offer academic, community, or open-source licenses?

    For server add-ons, purchase and renewal is half-price if you have an academic license for your Atlassian host application. Server add-ons are always free for community and open-source licenses. Cloud add-ons do not have discounted or free licenses.

    For more details about qualifying for special licenses, see here.

    Can I extend my free trial?

    For server add-ons, you can extend your add-on trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the add-on listing in UPM from your Atlassian host application, and you're all set.

    How can I buy add-ons for my legacy JIRA Server or Confluence Server license?

    If you own a legacy JIRA Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy add-on pricing is no longer available. You have two options for add-on purchasing:

    • Purchase the add-on at the non-legacy Unlimited (10000+ users) tier.
    • Renew your JIRA or Confluence license at a non-legacy tier, then purchase the add-on at the same tier.

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    Support

    //SEIBERT/MEDIA - Labs is Atlassian Verified. Verified add-on vendors demonstrate high quality, reliability, and business traction. Learn more

    //SEIBERT/MEDIA GmbH supports Service Desk Knowledge Base Custom Field. You can visit the support site to get help.

    Get support

    Versions

    Version 1.1 JIRA Server 6.4.1 - 7.1.10 Released 2016-01-08

    Summary

    Added support for JIRA 7 and JIRA Service Desk 3

    Installation

    1. Log into your JIRA instance as an admin.
    2. Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
    3. Click Find new add-ons from the left-hand side of the page.
    4. Locate Service Desk Knowledge Base Custom Field via search. The appropriate add-on version appears in the search results.
    5. Click Try free to begin a new trial or Buy now to purchase a license for Service Desk Knowledge Base Custom Field. You're prompted to log into MyAtlassian. Service Desk Knowledge Base Custom Field begins to download.
    6. Enter your information and click Generate license when redirected to MyAtlassian.
    7. Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your JIRA instance.

    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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