Confluence

Confluence is a web-based corporate knowledge base application. Users can create various articles and share them in their workspace with their teams.

The Confluence extension can be used to fetch contextual solution articles from Confluence into ServiceDesk Plus Cloud, based on the keywords used while the request was raised. Currently, this extension is supported only in the US data center.

Role Required: SDOrgAdmin

Benefits

• Reduce logging of similar/repeated incidents.
• Instantly provide solutions even before the request is logged.
• Access Confluence knowledge base right from ServiceDesk Plus Cloud.

Set Up Confluence Extension 

• In ServiceDesk Plus Cloud, go to Setup > Apps & Add-ons > Extensions and install the Confluence extension. Alternatively, you can also install the extension directly from ManageEngine Marketplace.
• Hover over the extension connection and click Connect.

• In the pop-up, select the Confluence site from where solutions must be fetched.

Get Contextual Solutions while Raising Requests 

While creating or editing requests, the subject is auto-populated in the Confluence widget and relevant solutions are listed. Users can click Copy to resolution to update the solution link in the request.

Click a solution expand and view the full article from the ServiceDesk Plus Cloud console.