Solution Articles for Jira Service Management

Management

Categories

Categories allow us to organize better our project solution articles.

Category list

After clicking on the Solution Articles icon on the right side under your Jira Service Management project the user will see the category list where he can manage all the categories:

The list will show the number of existing articles for each category and the last time the category had change

Creating a Category

Under the categories list view, the user needs to click the  button and a page like this will appear:

  • Name: The category name, it is required and must be less than 60 characters.
  • Description: Optional description for the category

When all the required fields and information are ready the user needs to click the  button in order to create it.

To cancel the user needs to click on the button.

Editing a Category

Under the categories' list view, the user needs to click on the  button. The same window as if we were creating a new category will appear. The functionality of the screen is the same as the "creation" one.

Deleting a Category

A user will be able to delete a category if it doesn't have an article. To delete it the user needs to click on the  button under the category list. 

If the user is able to delete the category a confirmation screen will appear asking the user if he is sure to delete the category, the user needs to click the button to confirm the deletion. To cancel the deletion the user needs to click the button.

If the category cannot be deleted a message similar to this one will appear:


Articles

Article list

To reach the article list the user needs to click on a category under the category view and a screen like this one will appear:

The list shows the article names with its tags below it, the last time the article was updated and the Edit and Delete buttons.

Creating an Article

Under the categories list view, the user needs to click the  button and a page like this will appear:

  • Name: Name of the article is required and must be less than 150 characters
  • Content: The article content supports rich text edit format.
  • Tags: Related tags for the article. If the user needs a tag that doesn't appear on the list it allows to create a new one:

When all the required fields and information are ready the user needs to click the  button in order to create it.

To cancel the user needs to click on the button.

Editing an Article

Under the articles list view, the user needs to click on the  button. The same window as if we were creating a new article will appear. The functionality of the screen is the same as the "creation" one.

Deleting an Article

To delete an article the user needs to click on the  button under the articles list. A confirmation screen will appear asking the user if he is sure to delete the article, the user needs to click the button to confirm the deletion. To cancel the deletion the user needs to click the button.

Navigation

All the add-on views have a navigation bar under the view name and the user can click on it to move through the different views of the add-on:


Working with Solution Articles inside Service Management

Inside the issue view, a new tool called Search Solution Articles will appear:


Search articles

The user can search for articles on the Search Articles drop down. Articles that match the name or the tags it belongs to will be shown. If the user clicks on any article a the Article View will appear showing the article content.

Most viewed articles

Under the dropdown, the user will see the articles the most visited, if the user clicks on any link the Article View will open.

Article view

This view allows users to see the article content. To close it the user needs to click the button.