Resolve space links after coping knowledge base data
Who can do this?
Organization admins
The knowledge base in your Jira Service Management projects allows your agents to write and share helpful articles, such as how-tos, FAQs, and support questions, and let customers self-serve instead of raising a request. Read more about Jira Service Management knowledge base
When copying Jira Service Projects from one instance of Jira Cloud to another, the knowledge base data associated with the selected projects is copied. The data that is copied includes the linking relationships between your service projects and the corresponding spaces powered by Confluence. Additionally, knowledge base permissions within the projects are also copied.
What is the problem
When we copy Jira Service Management projects from one cloud instance to another, the process does not include copying the knowledge base articles that reside in the linked spaces powered by Confluence.
During data validation, if you select Continue without Confluence or Continue with missing spaces, the links between your service projects and the corresponding knowledge base spaces will be disrupted because we can’t link the data without the target spaces at the destination. This means your customers won’t be able to access the knowledge base articles from your help centers.
Additionally, the AI answers, available in Jira Service Management Premium and Enterprise plans, will not work as intended due to their reliance on the data contained within your knowledge base articles. More about knowledge base for AI answers
What is the solution
Confluence is missing
To resolve this, you need to add Confluence to your destination site. Read more about how to add Confluence to set up knowledge base
Spaces are missing
When validating data, you have the option to download a CSV file containing a list of spaces necessary in the destination to link your service projects with the corresponding Confluence spaces.
To resolve this, you need to copy Confluence data with the required spaces. Read more about how to copy Confluence data
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