Filling in a pre-selected template within Jira SM and sending it to Confluence Knowledge base

[vincent.didden]

Hi all, when receiving an incident our Support Desk wants to make a brief summary of the solution in order to fill our Confluence knowledge base (KB). With this way of working other colleagues, when having similar incidents from other clients, can easily look previous solutions up in the KB.

Working from Jira SM within the submitted incident, I would like to use a template especially made for incidents (e.g. the ITSM post incident review-template).

Question.

How can we fill in this template working within the incident and after filling this template it will be documented in the linked Confluence KB?

Many thanks in advance for taking the time.

Vincent

[Liam Green]

Hi @vincent.didden 

The following article should help:

https://www.atlassian.com/blog/jira-service-management/6-steps-to-create-knowledge-base-jira-service-management-confluence

It gives a number of different ways of creating knowledge base articles, so one of them should fit your needs.

Hope that helps,

Liam