Table of contents

Use case

Suggest relevant knowledge base articles in live when a customer is about to create an issue.

It's quite similar to what Jira Service Desk natively offers, but with Elements Connect you can go much further:

• Here the CQL query used to get the articles can be fine-tuned and it's possible to get pages from many spaces.
• It's also possible to connect to any KB system (given it offers a REST API or you have access to its database)

See this field in action from our demo portal

Configuration

Datasource

This demo uses an URL datasource connected to Atlassian's Confluence:

• Type: URL
• URL: https://confluence.atlassian.com/rest/api
• Content-Type: JSON

You could do the same using a "Confluence Application Link" datasource available when a Jira instance is linked to Confluence.

Field

Download the field configuration: