# Integration with Jira Service Management

📝

Jira Service Management (JSM) makes it easy to provide users with self-service support by surfacing relevant Confluence articles. With Capable Publishing, you can ensure that only reviewed, approved, and up-to-date content appears in your portal.

**Publish trusted content straight into your help portal**

Whether you're helping **agents resolve tickets faster**, or **enabling customers to find answers on their own**, Capable gives you the structure and confidence to publish the right content into the right JSM-connected space.

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## [#](#what-you-can-do)What You Can Do

With Capable + JSM + Confluence, you can:

* ✅ Use a **Confluence space as a knowledge base** for your JSM project
* 📥 Draft and review content in a private space using Capable
* 🧾 Require **approvals** before publishing help articles
* 🚀 Automatically publish approved pages into the live JSM-connected space
* 🔁 Keep articles up to date—Capable flags them if the draft changes

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## [#](#connecting-your-published-space-to-jsm)Connecting Your Published Space to JSM

Jira Service Management supports using **any Confluence space** as a knowledge base. Here’s how to make your published content visible in JSM:

1. In Jira Service Management, go to **Project Settings → Knowledge Base**.
2. Select **Link a Confluence Space**.
3. Choose the Confluence space that Capable is publishing to (e.g., `Help Center`, `Public Docs`, or `Support KB`).
4. Choose whether to show articles to **agents only** or **customers in the portal**.

> 🔒 Pro tip: If you're publishing externally, make sure your target space is viewable by either logged-in users or anonymous users, depending on your portal's access level.

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## [#](#recommended-setup)Recommended Setup

| **Action**                                                            |
| --------------------------------------------------------------------- |
| Create a **Draft Space** (e.g. Support Drafts)                        |
| Set up **Capable Approvals** in the draft space                       |
| Enable **Publishing** to your live JSM-linked space (e.g. Support KB) |
| Use **"Publish on Approval"** to automate delivery                    |
| Link the published space to your JSM project                          |

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## [#](#agent-facing-vs-customer-facing-knowledge)Agent-Facing vs Customer-Facing Knowledge

JSM supports two types of knowledge base visibility:

### [#](#agent-knowledge-base)🔍 Agent Knowledge Base

* **Used by internal agents** when responding to tickets
* Agents can browse or search Confluence content from inside Jira
* Ideal for SOPs, troubleshooting steps, internal-only docs

✅ Capable ensures these articles are reviewed and published into a trusted internal KB.

### [#](#customer-portal-knowledge-base)🌐 Customer Portal Knowledge Base

* **Shown to customers in the help portal** during ticket submission
* Helps reduce ticket volume by answering common questions
* Requires published space to be accessible to customers (logged-in or anonymous)

✅ Capable ensures customer-facing docs are polished, approved, and version-controlled.

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## [#](#example-workflow)Example Workflow

**Scenario**: Your support team documents a new troubleshooting guide for login issues.

1. A support agent drafts the article in `Support Drafts`
2. Capable triggers an approval request to a senior agent and the documentation lead
3. Once approved, Capable **publishes the article to** `Support KB`
4. The `Support KB` space is already linked to your JSM project
5. The article is now:

  * Searchable by agents in the Jira issue view
  * Automatically surfaced to customers in the help portal when relevant

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## [#](#best-practices)Best Practices

* 🔒 **Lock down editing** in your published space to prevent unauthorized changes
* 🧾 **Use Capable’s approval history** to maintain a clean audit trail
* 📥 **Keep drafts private** to avoid exposing work-in-progress content in the portal
* 📌 **Label articles by topic** so JSM can surface them accurately based on keywords
* 🔁 **Republish frequently**: If content changes in the draft, Capable will flag it as "Out of Sync" so you can update the live article easily

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## [#](#summary)Summary

By combining Capable Publishing with Jira Service Management, you get the best of both worlds:

| **Feature**                      | **Benefit**                                         |
| -------------------------------- | --------------------------------------------------- |
| Draft privately                  | No risk of showing unfinished or unapproved content |
| Approve before publish           | Ensure accuracy, compliance, and tone               |
| Publish directly to JSM KB space | Seamless visibility to agents and customers         |
| Track versions                   | Keep your help center current and reliable          |