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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

Automatically comment to share knowledge base articles

Are you looking for Automation?

This article is relevant to Legacy automation in service projects created before August 30, 2021. If you don’t see Legacy automation in your service project, check out these Automation 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 project sidebar, 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.

Additional Help