Jira Service Project KB vs Jira Software Project KB

[Mike Bowen]

Hello, 

We have two types of projects in play. 

1. Jira Service Project - Service Desk (1st line support) + Customer Portal + Articles. 
2. Jira Software Project - (DEV kanban board) - (no KB Articles).

The Jira Service Project has a handy link called Knowledge Base under the heading Details that shows N amount of related articles. The user can quickly look through the articles or create a new article. It is excellent for keeping a WIKI or Knowledge Base. 

The Jira Software Project doesn't have this handy Knowledge Base link under the heading Details.

Does anyone know of a plug-in/App that can simulate what the Jira Service Project has in the way of Related knowledge base articles?  

Some points to consider before responding: 

• It is not an option to re-create a Jira Service Project and export all tickets in the Jira Software Project to the new project. 
• The team doesn't want to use Project Pages (in the left sidebar), as there are too many steps to create a page, link pages etc., and it doesn't seem to have the Related Articles functionality. They like the ease of seeing all the related articles and the quick ability to create a new article from a blank page or a template in Jira Service Projects. 

As an administrator in both Confluence and Jira projects, I have tried both Knowledge Base ways and to me, they are the same thing (using Confluence to create the pages). However, I can see they are implemented differently.

As I am not a Developer, I have a lot more time to create kb articles, and the way I go about it makes no difference. Still, I am told that most developers are lazy when creating knowledge-based posts, and they want the easiest and most intuitive way, the Jira Service Project way. 

I say the above in the kindest of ways, as this request came from a Developer Team Manager, and he said those exact words to me. 

Thanks,

Mike

[John Funk]

Hi Mike,

You don't have to re-create and export all of the tickets. If there is development work being done, it should be done in Jira Software. So you can have both types of projects and if an issue requires development, then you can clone it into the JSW project using automation and link the tickets together. 

Otherwise you need to use the Project Pages for the KB pages. 

[Mike Bowen]

@Hi @John Funk 

Yes, we currently use both types of projects. Jira Service Desk is more for the front line (the customer raises the request, the Analyst resolves the request, adds resolution to a KB, and it's linked to the Customer Portal). 

Our DEV team use Jira Software Projects, and they don't want to use Project Pages for the KB.

They want a similar solution to Jira Service Project but for internal purposes only. 

Is there no alternative solution to Project Pages? 

[John Funk]

There might be a plug in out there somewhere, but having the ease of connecting a KB to a support request is one of the features of JSM. I doubt they will be adding that functionality to other Jira products outside of Project Pages. But I don't speak for them.  :-)

[John Funk]

Hi @Mike Bowen  - any update? Did you ever solve it?