Set up a knowledge base with Rovo AI in Jira Service Management

Setting up a knowledge base from scratch can be a big lift. Rovo can do the heavy lifting. Instead of writing articles one by one, Rovo drafts a set of articles based on your input and the context you provide. You review and refine the drafts before anything goes live.

This feature requires Rovo to be enabled on your site and is available on Standard, Premium, and Enterprise plans.

How it works

The "Create with Rovo" flow gives you a running start: Rovo drafts a set of articles from your service space's context, so instead of facing a blank page, you begin with drafts you can edit and refine. When you're done, you save all the articles as drafts or publish them all together.

The articles are stored in a Confluence space linked to your service space. If you don't have one yet, the flow creates it for you.

Before you start

• You need project admin permissions for the service space.

• You're on a Standard, Premium, or Enterprise plan with Rovo enabled on your Atlassian site.

Set up a knowledge base with Rovo

1. In your service space, select Knowledge base in the project menu, go to Project settings > Knowledge base, or open the knowledge base hub. If no knowledge base exists yet, you'll see the setup screen.

2. Select Set up knowledge base, then select Create with Rovo.

3. A Rovo chat opens with a canvas. Rovo may ask a few questions to understand your service — answer them to give it more context. Rovo may skip this if it already has enough context.

4. (Optional) Share any source materials in the chat — PDFs, web links, or text. The more relevant context you provide, the better Rovo's drafts will be.

5. Rovo drafts a set of articles in the canvas. Review the drafts — you can edit any article directly in the canvas or ask Rovo to revise it by continuing the conversation.

6. When you're happy with the drafts, choose how to finish:

   • Save — saves all the articles as unpublished drafts in a Confluence space linked to your service space. You can edit and publish them later from the articles panel.

   • Publish all — publishes all the articles at once. You'll choose whether the space is internal or external, and set the visibility for your knowledge base.

7. If you don't have a Confluence space linked to your service space yet, the flow creates one for you. Once linked, your articles appear there and are searchable by customers and agents.

After setup

After your knowledge base is live, you can continue growing it with the manage-knowledge-base Rovo skill. This skill helps you create new articles without starting from a blank page — it drafts content from your resolved tickets, agent comments, and recurring topics.

Add more articles with Rovo

1. Open Rovo Chat in your service space.

2. Type /manage-knowledge-base followed by what you'd like to do. For example:

   • Show me high-impact topics to discover recurring issues that don't have articles yet.

   • Create a KB article from issue SRV-123 — to turn a resolved ticket into a draft article.

   • Generate a knowledge article from the topic [topic name] — to draft an article for a specific subject.

3. Review the generated draft. Rovo analyzes the primary issue and similar closed issues to enrich the content.

4. Save the draft to your linked Confluence space, then edit and publish when ready.

You can also edit any article manually at any time from the articles panel.

Rovo-generated articles work the same as any other article in your knowledge base. Once published, they appear in your linked Confluence space and can be surfaced to customers and agents wherever your knowledge base is available.