Automatically comment to share knowledge base articles

 

You can Create a custom automation rule that shares articles based on keywords in the request summary.

To create the rule:

  1. From your service desk project, select Project settings () > Automation.

  2. Select Add rule, then Create a custom rule.

  3. Create a rule with the following properties:

    • When issue created.

    • If issue matches summary ~ <keyword>. Use Else if to add more keywords and related articles to the same rule.

    • Then add comment. Add your comment to the text box, and link the article using the format [Link name|article URL]. Make sure Comment type is set to Public.

Remember not to share the Confluence URL of a knowledge base article directly, as customers likely won’t have access to that Confluence site.

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