Creating a Knowledge Base in Confluence based on JIRA Service Desk content for RCA

[nezih.gizli]

Hi Everyone,

We are looking at using a KB internally for our engineers to look at historical root causes of issues and leverage similar tech fixes and resolutions and like to create a Knowledge Base in Confluence so our team members can do keyword or phrase searches to unearth incidents we have already worked on in the past (we are not aiming to manually create KB entries, but leverage already populated summary/description and root-cause entries from SD) 

Can you share experiences on how to implement a "catch all" type of KB that will give us search capability on the history of our already resolved SD incidents?

Ultimately we could then categorise also possibly by using labels?

[Diego · Accepted solution]

Hello @nezih.gizli !

As I see it, you want to create a Confluence Page that works as an “Issue Hub” that looks into solved Jira Issues of specific types so people can use it as reference.

You can surely do it by placing multiple Jira Issues and applying different filters to them.

Here it is how I did it:

1. Create a new Confluence page
2. Place a Jira Issues macro in it
3. Decide the filter which I need to look into
4. Limit the Display options to whatever is needed for me
5. Publish the page

An example of Jira Query Language (JQL) filter is this:

project = BBRY AND type = bug AND status = done AND labels = "first-solution"

This will look for issues inside the BBRY (project key) project that have type set as “bug”, are closed, and contain the label named first-solution.

There are many other combinations that you could use, such as affected component. You can have a better idea of what is available for JQL here:

• [Jira Cloud] Advanced search reference – JQL fields

Since we configure a static filter for the macro, there is no need to manually add tickets to the display. The issues automatically show when they meet the defined criteria.

And you can add as many Jira Issues Macros as needed to that page. Here is more information about the Jira Issues macro:

• [Confluence Cloud] Insert the Jira issues macro

I hope this helps!

[Najjar _Innovura_]

Hi @nezih.gizli 

You may automate the creation process of your kb pages with our new app that allows you to create pages from templates and store the page under a location based on project or customfield value through Jira Workflow post-function and store the Confluence page in a Jira customfield to apply more actions like:

Workflow postfuntions

• Update page permissions
• Update page content
• Update page title

Workflow conditions

• Check if page was modified after a certain status transition
• Check if page still has a placeholder

And so much more.

Please give it a try, I believe it would streamline alot of repeated effort on your team

Jira Confluence Workflow Extensions (JCWE) 

Give it a try I am confident you'll love it.

If you have any inquires or requests please drop me an email at admin@innovura.io