Manage knowledge bases with Rovo

How does the knowledge base management skill work?

Knowledge base management (KBM) skills are Rovo-powered capabilities in Jira Service Management that help you turn recurring support issues into high-quality, reusable knowledge base articles. By using natural language commands, you can identify documentation gaps and automate the drafting process with minimal manual work.

These skills help your team maintain a healthy knowledge base, ensuring that high-impact topics are covered and kept fresh. This improves self-service deflection and reduces the time agents spend authoring articles from scratch.

For example, a project admin can use these skills to see which technical issues are recurring most frequently and instantly generate a structured draft in Confluence. Agents can convert the resolution steps provided by agents on tickets to Knowledge Base articles.

Create a knowledge base article from a Jira issue

You can capture tribal knowledge by turning one or more resolved tickets into a structured knowledge base draft. The skill automatically analyzes the primary issue and up to 10 similar closed issues from the last 180 days to enrich the content.

To create an article from an issue:

1. Navigate to the Jira issue you want to document or open Rovo Chat.

2. Type /manage-knowledge-base followed by a command like "create KB article from this issue" or "document this solution."

3. Review the generated draft. The system will extract solution steps and agent comments while removing specific ticket keys or user names.

4. Select Yes when asked if you want to create a Confluence document.

5. Select your target Space, enter a page title, then select Publish.

Identify and document high-impact topics

The discovery flow helps you find knowledge gaps where new articles would benefit your customers most based on recent relevant tickets.

To identify and document topics:

1. Open Rovo Chat.

2. Type /manage-knowledge-base and select or type "Show high-impact topics" or "Show gaps in knowledge base."

3. Review the list of suggested topics, which includes ticket volumes and trend data.

4. Select a topic from the list.

5. Select Fetch draft to see a pre-generated version or Generate to create a new one based on the following best practices.

6. Follow the prompts to save the draft to your linked Confluence space.

Knowledge base management triggers

This page describes the natural language phrases you can use with the /manage-knowledge-base command to trigger specific knowledge base management actions.

Topic discovery and gaps
The following phrases surface areas that lack documentation:

• "Show knowledge base topics"

• "Suggest topics for my knowledge base"

• "Show gaps in knowledge base"

Article generation
The following phrases initiate the drafting process from specific sources:

• "Create knowledge article from issue [Issue Key]"

• "Generate knowledge article from topic [Topic Name]"

• "Document this solution"

• "Generate knowledge article from this issue"

Examples

• To find gaps in a project: /manage-knowledge-base show gaps in knowledge base

• To document a specific resolution: /manage-knowledge-base create KB article from issue SRV-123