---
title: Your Easy-Peasy Guide to Setting Up a Jira Service Management Knowledge Base
description: Setting up Jira Service Management’s knowledge base is easy. Here’s how to begin...
---

[Blog - Isos Technology ](https://blog.isostech.com)

# [Your Easy-Peasy Guide to Setting Up a Jira Service Management Knowledge Base](https://blog.isostech.com/jsm-knowledge-base)

 Written by [Isos Technology](https://blog.isostech.com/author/isos-technology) | Jun 15, 2021

One way to cut down on the number of tickets that are opened in Jira Service Management ([JSM](https://www.atlassian.com/software/jira/service-management)) is to set up a knowledge base. It's not just good for the ITSM team--customers benefit, too! With a knowledge base, customers can self-serve, so they get their answers faster. Setting up Jira Service Management’s knowledge base is easy. Here’s how to begin:

## Create a Connection Between Confluence and Jira

1. In [Jira](https://www.atlassian.com/software/jira), go to the Jira Administration gear, then Applications, and then Application links.

2. Enter the URL of your [Confluence](https://www.atlassian.com/software/confluence) site and select Create new link.

*Note: If you're not an admin on both servers, you’ll only be able to create a one-way link. You’ll need to clear the "I am an administrator on both instances" checkbox. Otherwise, you’ll be able to create a two-way link (allowing the instances to communicate with each other).

3. Use the wizard to finish configuring the link.

 

## Ensure Access to Confluence

All JSM agents will need Confluence access. Here are the two  scenarios that occur, just pick the one that applies to your organization:

### If your organization already has a Confluence space set up: 

1. 1. Go into the Service Desk Project to set up the knowledge base
     2. Go to the admin panel and select knowledge base
     3. Select Link to a Confluence space
     4. Select the appropriate space and link the space
   
   ### If your organization hasn't yet created a Confluence space:
2. 1. Use the Create space link and follow the wizard to complete the knowledge base

 

## Additional Resources

If you need more assistance than what’s been provided, here are some helpful Atlassian documents:

- [Data Center and Server](https://confluence.atlassian.com/servicemanagementserver/set-up-a-knowledge-base-with-confluence-server-1018775515.html)
- [Cloud](https://support.atlassian.com/jira-service-management-cloud/docs/link-confluence-spaces-to-your-service-project/)

Easy-peasy, right? And worth the minimal effort--a knowledge base makes for fewer tickets and happier customers!

[View full post](https://blog.isostech.com/jsm-knowledge-base)

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