Address gaps with suggestions for new articles and to improve existing articles

Knowledge suggestions help your team decide what to write and what to update from the work your customers have already raised. Rovo reviews work items from the past 30 days and suggests either a new article or an improvement to an article you already have. The list is refreshed every 7 days.

How suggestions work

There are two types of suggestions:

• New: There is no matching article in your knowledge base. Rovo drafts one from the related work items.

• Improvement: A related article already exists. Rovo suggests edits to that article.

Each suggestion shows the topic, a short explanation of why the suggestion is available, and how many work items it is based on. Select the work item count to open those work items in a new tab.

はじめる前に

• Link a knowledge source to your service space. If none is linked, Knowledge base opens setup instead of suggestions.

• Rovo must be available for your organization as Rovo writes the drafts and the suggested edits.

View suggestions

1. From your service space, go to the Knowledge base.

2. Select the Suggestions tab.

If nothing is ready, you will see No suggestions available yet. Suggestions are based on work items from the last 30 days and are updated every seven days.

If Rovo is still preparing a suggestion, the action is turned off:

• Generating content for a new article. Hover the button to see: "Rovo is generating article content for this article. You can view it once it's ready."

• Generating suggestions for an improvement. Hover the button to see: "Rovo is generating improvement suggestions for this article. You can view them once they're ready."

The suggestion updates on its own when the content is ready.

If this service space is not linked to a Confluence space on the same site, View article and View updates stay disabled. Hover the button to see why.

• The site already has Confluence: "Link a Confluence space on this site to your service space to view this suggestion."

• The site does not have Confluence: "Set up Confluence for free, then link a space to your service space to view this suggestion."

A space linked from another site, or a third-party source such as Google Drive or SharePoint, does not unlock these buttons. After a Confluence space on this same site is linked, you can open the suggestion.

Create an article from a suggestion

1. On a suggestion labeled New, select View article.

2. Review the draft. The draft is based on the relevant work items from this space.

3. Choose what to do next:

   • Select Start editing to open the draft in the editor and keep working on it. The suggestion stays in the list.

   • Select Publish, then choose a knowledge base space under Publish to knowledge base. When the article is published, you will see Article published and the suggestion will be marked as Published in the list

Edit and Publish are available only when the draft has loaded, and you can edit at least one linked space.

Improve an existing article

1. On a suggestion labeled Improvement, select View updates. This opens the Confluence article with suggested changes.

2. In the improved article with suggestions, review each suggested change. Accept or discard each change before you update.

3. Select Update article.

When the article is saved, you will see Article updated and your changes will be in the knowledge base. The suggestion will be marked as Published in the list.

Share feedback

On each suggestion, select Helpful or Not helpful. If you select Not helpful, you can describe what was wrong and choose whether Atlassian may contact you about your feedback.

You can also rate the content inside the draft or the improvement view with This content was helpful or This content was unhelpful.