Knowledge base - Confluence KB articles matching request summary


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 Management 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:

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:

Name Version Published
Related_KB_article_export.json 1 2021-01-18 15:08