Use internal articles in the knowledge base panel

Jira Service Management agents can search for internal and external knowledge base articles, with clear visibility labels and safe sharing for agents.

Find internal and external articles

When you work on an issue, the Knowledge Base Glance panel searches both your internal and external knowledge sources (like Confluence).

1. Open a service project and select an issue.

2. In the panel on the right, select Knowledge Base Glance.

3. Articles are labeled to help you identify their visibility:

   • Internal: Only visible to agents and staff with correct permissions.

   • External: Visible to customers on the portal.

The list displays up to 10 of the most relevant results. Each row shows the source icon (e.g., Confluence), the article title, and its visibility tag.

Share articles safely

Sharing articles is safe by default to prevent internal information from leaking to customers.

• To share an internal article: Select Share on an internal article. This focuses the Add internal note field and inserts a smart link.

• To share an external article: Select Share on an external article. This focuses the Reply to customer field and inserts a smart link.

Things to know

• Permissions: You’ll only see internal articles that you already have permission to view in the source application (like Confluence).

• Latency: It may take a few minutes for newly created articles or permission changes to appear in the search results.

• Result cap: If there are many similar articles, some may be hidden to keep the list to a maximum of 10 items.