Learn how to succeed in your role as a service desk agent.
Search for a knowledge base article in a request
If there are no related articles in a request, you can search for an article from within the issue view of a request.
To search for an article:
From your service desk project, select Queues.
Select the required issue.
Click Search knowledge base in Related knowledge base articles.
Enter the article name. If no articles match the entered text, alternative articles are suggested.
Select the required result from the knowledge base. The article opens and you can view the content. Alternatively, if it is a short article you can view the content in the dialogue box.
We're rolling out a new issue view for Jira Service Desk, with one consistent screen to view and edit requests. It looks a little different and some procedures have changed slightly, so take a look at our info page to see what's new and get the latest updates.
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