Introducing third-party knowledge sources in Jira Service Management Knowledge Base

[#1]

Hi Community!

We’re excited to introduce third party knowledge sources to Jira Service Management! Now, you can extend your native knowledge base across additional content sources such as SharePoint and Google Drive – ensuring that help seekers are able to get the most up-to-date and comprehensive answers. Read on to learn more about this new capability:

Connect your knowledge base to SharePoint or Google Drive

Project admins can now link SharePoint or Google Drive folders to their Jira Service Management knowledge base, making external documents searchable and accessible for help seekers directly within Jira Service Management.

View third party knowledge articles directly in Jira Service Management

Once connected, articles and documents from third-party sources like SharePoint and Google Drive can be viewed and surfaced alongside native knowledge base content within Jira Service Management, streamlining access for agents and site admins.

Enable help seekers to access third party knowledge via Help Center or virtual service agent

Help seekers can discover and retrieve answers from third-party knowledge sources through the Help Center or virtual service agents, improving self-service rates and reducing the need to raise tickets for common queries.

To learn more about third-party knowledge sources in Jira Service Management, check out the product documentation. Be sure to keep an eye out for more updates here in the Atlassian Community as we continue to add new innovations to Knowledge Base!

[Brita Moorus]

This is amazing news! ✨

[Walter Buggenhout]

Nice enhancement! And powered by - and requiring - Rovo, if I understand the documentation correctly @Jack Yu? 

[Yatish Madhav]

Thanks this is quite amazing @Jack Yu looking forward to seeing this and using it.

How do we control permissions on this? I.e which user does JSM access the resources from Sharepoint or Drive as? And does it only provide a read only version to the end users?

Also, for Sharepoint, does it link up a folder or a document library or just specific files?

Please can I ask that you do a bunch of Looms for this to see it in action and mentioning any caveats to be aware of?

Thank you

Yatish

[Rick Westbrock]

I have to call out that since the documentation mentions having to activate Rovo and AI for your site that this implies that external content will be indexed and as such counted against the usage quotas so if you include a large volume of content this way you could run into usage charges, see the Rovo usage quota page for details.

It would be helpful if this article mentioned this constraint.

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@Yatish Madhav step #4 of the documentation for linking SharePoint (linked at the end of the article here) is "Select a folder of your choice."

I am also curious about the user experience what a user who doesn't have permissions to a SharePoint folder sees in the KB, do they see a broken link or just nothing if they don't have permissions?