Create an automation rule to share articles with customers
You can create an automation rule that shares knowledge base articles based on keywords in the summary of a work item. When a work item is created from a request, a link to an article will be added as a comment for the customer to see.
To create the rule:
From your service project, select Project settings, then Automation.
Select Add rule, then Create a custom rule.
Create a rule with the following properties:
When work item created.
If work item matches summary ~ <keyword>. Use Else if to add more keywords and related articles to the same rule.
Then add comment. Add your comment to the text box, and link the article using the format
[Link name|article URL]. Make sure Comment type is set to Public.
Remember not to share the Confluence URL of a knowledge base article directly, as customers likely won’t have access to that Confluence site.
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