Jira Integration
O
Ok Salamander
Can we get an update on this?
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Quasar blue Chipmunk
It would be great for us!
Emil Hajric
Why would anyone want a JIRA integration with a knowledge base? I can't wrap my head around the usage case..
D
Developing Octopus
Emil Hajric a couple of use cases
* when you are using JIRA as an incident tracking platform, linking incident to articles could help you follow KCS practices and track reuse)
* improve agent experience (search/consult KB from the incident page)
D
Drab Minnow
Emil Hajric Or when someone asks a question because they didn't RTFM so you can just bring in a link from HJ
O
Ok Salamander
Emil Hajric To track the article feedback. After it is resolved in HJ there is no record of who worked on what or what was changed.
H
Heliotrope purple Lemming
Emil Hajric we currently use the HJ API to push specific fields from Jira to Internal articles for our Technical Support teams. They use the info for confirming customer software bugs and issuing known workarounds while development works on fixes.
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Celadon Whippet
Ok Salamander: We are currently working on improving article feedback page and "history" option is one of the key aspects - would this solve this problem you currently have?
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Ok Salamander
Celadon Whippet That is great, however we use Jira boards extensively and would still appreciate a proper integration. I am constantly copy and pasting back and forth between the two platforms. For new article ideas/ submissions, those get generated internally in Jira, then I have to copy it out to HJ. Regardless of your history enhancement to the article feedback, I will still need to track it in Jira as well for reporting purposes.
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Lapis lazuli Lion
Merged in a post:
Jira Service Desk Integration
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Sunny Mole
Easily navigate and search the Helpjuice Knowledge Base from within Jira Service Desk tickets and ability to use Helpjuice questions to answer Jira Service desk tickets.
S
Surviving Warbler
Yep. very useful.