Using Knowledge Base to get prior solutions without consuming time

[a.sahin01]

Hi all,

Let's say in the past, we had the problem X and we solved it with the solution Y. What we are trying to do is that if same error occurs, we would like to look at the previous solution so that we don’t lose time to solve the problem. Or when there is no people to solve, the customer or a new employee can search for the solution without having prior info about the problem.

What happens is that an employee remembers like there is a similar solution before and he looks if we had a similar error in the past and he looks into his mails to solve the problem. We would like to prevent this from happening. Also I would like to ask that what items,labels can be searchable on JIRA when we don”t have a chance to use Knowledge Base?

Best regards,

Armagan

[Zoi Raskou · Accepted solution]

Hello Armagan, 

Confluence integrated with Service Desk quite well and there are many examples on how you can set this up. As far as I remember the search is based on the Summary of your issue and it can deflect a lot of tickets but it really depends on how much you have optimised your knowledge base. 

Here is Atlassian's guide: https://confluence.atlassian.com/doc/use-confluence-as-a-knowledge-base-218275154.html

[a.sahin01]

Hi Zoi_Raskou,

Thanks for the reply. I checked the link you sent,I think I need to have Service Desk to create a knowledge base,if I got it right. Currently I only have Confluence and Jira. It would be good to see some of the examples of it.For example users can search for similar problems on Knowledge Base.

Best regards,

Armagan

[Zoi Raskou]

Hello Armagan, 

You can still use Confluence as a knowledge base and connect it to Jira. 

I guess the question would be how are you accessing the information stored in Confluence within Jira? 

[a.sahin01]

Yes,that can be. I know there are how to articles,troubleshooting articles to store information.Regarding to your sentence how is it possible to do it? We would like to use it as an Oracle ERP repository grouping the modules such as payables,receivables containing problems & their solutions and make a search using items,labels to find a solution for the prior problems referring to JIRA tickets.