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Submitted URL: http://docs.atlassian.com/jira/jsd-docs-0512/Set+up+a+knowledge+base+for+self+service
Effective URL: https://confluence.atlassian.com/servicemanagementserver0512/set-up-a-knowledge-base-for-self-service-1306298673.html
Submission: On December 03 via api from FR — Scanned from NL
Effective URL: https://confluence.atlassian.com/servicemanagementserver0512/set-up-a-knowledge-base-for-self-service-1306298673.html
Submission: On December 03 via api from FR — Scanned from NL
Form analysis 1 forms found in the DOM
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Products
JIRA SERVICE MANAGEMENT SUPPORT
* Documentation
* Resources
* Search
* Log in
* * View account
* View requests
* Log out
* ...
PRODUCTS
* JIRA SOFTWARE
Project and issue tracking
* JIRA SERVICE MANAGEMENT
Service management and customer support
* JIRA WORK MANAGEMENT
Manage any business project
* CONFLUENCE
Document collaboration
* BITBUCKET
Git code management
See all
RESOURCES
* DOCUMENTATION
Usage and admin help
* COMMUNITY
Answers, support, and inspiration
* SUGGESTIONS AND BUGS
Feature suggestions and bug reports
* MARKETPLACE
Product apps
* BILLING AND LICENSING
Frequently asked questions
* Log out
* Log in to account
* Contact support
* Training & Certification
* Cloud Migration Center
* GDPR guides
* Enterprise services
* Atlassian partners
* Developers
* User groups
* Automation for Jira
* Atlassian.com
* PAGE
* View in Confluence
* Edit Page
* VIEWPORT
* Manage Viewport
* CONFLUENCE
* Dashboard
* Space Directory
* People Directory
Jira Service Management Data Center and Server 5.12
Documentation
*
Installing Jira Service Management
*
Jira applications overview
*
Permissions overview
*
Getting started with Jira Service Management
*
Getting started for service project admins
*
Setting up your service project
*
Creating service project request types
*
Making queues for your service project teams
*
Adding service project agents
*
Customize your service project channels
*
Bring your service project to the next level
*
Introduce customers to your service project
*
Explore a sample project
*
Getting started for service project agents
*
Administering service projects
*
Managing access to your service project
*
Configuring the customer portal
*
Setting up login-free portal access
*
Receiving requests by email
*
Managing the email channel
*
Managing the allowlist and blocklist
*
Setting up an email channel with the Microsoft Graph API protocol
*
Troubleshooting issues with the email channel
*
Setting up service project users
*
Managing project role memberships
*
Setting up queues for your team
*
Using Jira groups to share requests
*
Automating your service project
*
Send alerts with Jira Service Management webhooks
*
Managing service project notifications
*
Translate service project notifications
*
Setting up request types
*
Troubleshooting issues with request types
*
Service Level Agreements (SLAs) overview
*
Setting up SLAs
*
Configure additional SLA settings
*
SLA display formats and time frames
*
Create and edit SLA calendars
*
Importing SLAs
*
Using JQL queries specific to SLAs
*
Reporting on SLAs
*
Example SLA configurations
*
Setting up approvals
*
Setting up service project reports
*
Default service project configuration
*
Using Jira applications with Confluence
*
Working on service projects
*
Working with issues
*
Attaching files and screenshots to issues
*
Creating issues and sub-tasks
*
Creating issues using the CSV importer
*
Editing and collaborating on issues
*
Linking issues
*
Editing multiple issues at the same time
*
Moving an issue
*
Visual editing
*
Scheduling an issue
*
Logging work on issues
*
Approving a service project request
*
Customizing the issues in a project
*
Searching for issues
*
Basic searching
*
Quick searching
*
Advanced searching
*
Advanced searching - fields reference
*
Advanced searching - keywords reference
*
Advanced searching - operators reference
*
Advanced searching - functions reference
*
Search syntax for text fields
*
Saving your search as a filter
*
Working with search results
*
Constructing cron expressions for a filter subscription
*
Managing your user profile
*
Allowing OAuth access
*
Requesting apps
*
Using keyboard shortcuts
*
Adding announcements
*
Adding customers
*
Adding request participants
*
Using service project queues
*
Raising requests on behalf of customers
*
Organizing work with versions
*
Organizing work with components
*
Workflows
*
Using Jira on a mobile device
*
Configuring dashboards
*
Adding and customizing gadgets
*
Gadgets for Jira applications
*
Using the help center
*
View requests in the help center
*
Configuring request view
*
Set up a knowledge base for self-service
*
Set up a knowledge base with Confluence Server
*
Knowledge base settings and permissions
*
Set up a knowledge base with Confluence Cloud
*
Knowledge base settings and permissions in Confluence Cloud
*
Write, search, and share knowledge base articles
*
Setting up incident management
*
Getting Opsgenie API information
*
Working with major incidents
*
Managing your assets with Assets
*
Getting started with Assets
*
What is Assets?
*
Tutorial: Starting from scratch
*
1. Build your first object schema
*
2. Create object types
*
3. Add attributes
*
4. Create objects
*
5. View object graphs
*
6. Link your object schema to a Jira project
*
7. Add object to your requests
*
Tutorial: How Jira issues affect Assets objects (ITSM)
*
1. Create an ITSM project
*
2. Create an incident
*
3. Work on the problem
*
4. Work on the change
*
Administering Assets
*
Installing Assets
*
Configuring roles and permissions
*
Configuring global Jira settings
*
Configuring global Assets settings
*
Adding Assets custom fields to screens in Jira
*
Default Assets custom field
*
Referenced Assets custom field
*
Read-only Assets custom field
*
Enabling Assets custom fields on customer portals
*
Adding Assets functions to workflows in Jira
*
Conditions and validators
*
Post functions
*
Groovy scripts
*
Groovy script examples
*
Import a Groovy script from one to another
*
Adding approvers from Assets to requests in Jira
*
Importing and exporting object schemas
*
Assets REST API documentation
*
Advanced usage guides
*
Working with object schemas
*
Creating object schemas
*
Object schema templates
*
Configuring object schemas
*
Configuring Assets automation rules
*
Configuring print labels
*
Working with object types
*
Creating object types
*
Adding attributes to object types
*
Configuring inheritance of attributes
*
Customizing the object view layout
*
Adding widgets
*
Working with objects
*
Creating objects
*
Adding objects to Jira issues
*
Viewing objects in the object view
*
Viewing references in a graph
*
Printing labels and QR codes
*
Importing your data
*
Importing with Asset Discovery
*
Importing with Integrations
*
Importing with built-in importers
*
Understand importing concepts
*
1. Create your import configuration
*
CSV import
*
Database import
*
Jira users import
*
JSON import
*
LDAP import
*
Object schema import
*
2. Create object type and attribute mapping
*
3. Inspect your import configuration
*
4. Enable and sync your import
*
Searching for objects
*
Advanced searching: AQL - Assets Query Language
*
Advanced: Placeholders
*
Assets JQL functions
*
AQL optimization recommendations
*
Working with reports
*
Providing help in multiple languages
*
Collecting customer satisfaction (CSAT) feedback
*
Jira Service Management best practices
*
Best practices for designing the customer portal
*
Best practices for IT teams using Jira Service Management
*
Fulfilling service requests with your IT service desk
*
Managing changes with your IT service project
*
What to expect: Sample lifecycle of a change
*
1. Update the change management workflow
*
2. Create resolutions, post-functions, and priorities
*
3. Create and update custom fields
*
4. Link your project to Assets asset management
*
5. Add approvals to your workflow
*
6. Create and update automation rules
*
7. (Optional) Set up a calendar to coordinate your changes
*
Managing incidents with your IT service desk
*
Managing problems with your IT service desk
*
Calculating priority automatically
*
Best practices for software teams using Jira Service Management
*
Collaborate with other Jira teams on Jira Service Management issues
*
Collect effective bug reports from customers
*
Customize Jira Service Management's bug report workflow
*
Escalate Jira Service Management issues to other Jira teams
*
Get set up for customer service
*
Getting help with Jira Service Management
*
Automate your project
*
Jira Data Center and Server mobile app
*
Accessibility
* Atlassian Support
* Jira Service Management 5.12
* Documentation
* Set up a knowledge base for self-service
Cloud
Data Center 5.12
VERSIONS
* 10.2
* 10.1
* 10.0
* 5.17
* 5.16
* 5.15
* 5.14
* 5.13
* 5.12
* 5.11
* 5.10
* 5.9
* 5.8
* 5.7
* 5.6
* 5.5
* 5.4
* 5.3
* 5.2
* 5.1
* 5.0
* See all
SET UP A KNOWLEDGE BASE FOR SELF-SERVICE
JIRA SERVICE MANAGEMENT DATA CENTER AND SERVER 5.12 DOCUMENTATION
* Installing Jira Service Management
* Getting started with Jira Service Management
* Administering service projects
* Working on service projects
* Set up a knowledge base for self-service
* Setting up incident management
* Managing your assets with Assets
* Providing help in multiple languages
* Collecting customer satisfaction (CSAT) feedback
* Jira Service Management best practices
* Getting help with Jira Service Management
* Automate your project
* Jira Data Center and Server mobile app
* Accessibility
ON THIS PAGE
IN THIS SECTION
* Set up a knowledge base with Confluence Server
* Set up a knowledge base with Confluence Cloud
* Write, search, and share knowledge base articles
RELATED CONTENT
* Set up a knowledge base with Confluence Cloud
* Set up a knowledge base with Confluence Server
* Knowledge base settings and permissions
* Get set up for customer service
* Using the help center
* Knowledge base settings and permissions in Confluence Cloud
* Write, search, and share knowledge base articles
* Configuring the customer portal
* Getting started for service project agents
* Setting up login-free portal access
STILL NEED HELP?
The Atlassian Community is here for you.
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Linking Jira Service Management to Confluence and using it as a knowledge base
lets your agents share their expertise through knowledge base articles and
how-tos. They can be linked from requests, searched in Confluence, or shared via
direct links. Customers can then help themselves by finding the right solutions,
and new agents can quickly get up to speed with the most common problems.
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Last modified on May 12, 2021
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IN THIS SECTION
* Set up a knowledge base with Confluence Server
* Set up a knowledge base with Confluence Cloud
* Write, search, and share knowledge base articles
RELATED CONTENT
* Set up a knowledge base with Confluence Cloud
* Set up a knowledge base with Confluence Server
* Knowledge base settings and permissions
* Get set up for customer service
* Using the help center
* Knowledge base settings and permissions in Confluence Cloud
* Write, search, and share knowledge base articles
* Configuring the customer portal
* Getting started for service project agents
* Setting up login-free portal access
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