Implement Jira knowledge base outside the summary

[Adrian Hatlos]

Hello everyone,

I am currently working on a project to reduce the 1st level support. I already have a rough idea of how I want to implement this, but I don't know the best way to do it.

My idea is to use the Confluence knowledge base and keywords to display matching Confluence articles on the appropriate topic. Basically, I am aware that I could do this via the summary, but the problem here is that we assign the summary with an automation rule when creating a ticket, this automation cannot be changed for reasons.

So I had the following idea:
when the user selects the "Other" item in the form, a drop-down menu should appear with topics that have come in frequently in the last 90 days, for example. Outlook & Teams. A long text widget then appears where the user can enter the topic, for example Add mailbox in Outlook. And based on the long text widget, the knowledge base should start and find suitable articles from Confluence for the user. Can this be implemented without plugins, or are there free plugins for this?
In addition, this should happen live while the form is being filled out.

fyi: we are using the Jira standard plan without AI

Best regards Adrian

[Kai Becker]

Hi @Adrian Hatlos 

you are right that only the summary is matched against valid articles.

I would suggest the following:

• Keep the summary open for a brief description
  • This will enable the display of KB articles
• when request gets submitted either
  • Clear summary and overwrite with your current rule
  • Or copy content of {{summary}} to the description field before rewriting the summary --> This would at least keep the information the reporter puts in

As far as I know there is no app that displays kb articles based on different sources.