Create an automation flow to share articles with customers
You can create an automation flow that shares knowledge base articles based on keywords in the summary of a work item. When a work item is created from a request, a link to an article will be added as a comment for the customer to see.
To create the flow:
From your service space, select Space settings, then Automation.
Select Add flow, then Create a custom flow.
Create a flow with the following properties:
When work item created.
If work item matches summary ~ <keyword>. Use Else if to add more keywords and related articles to the same flow.
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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