Jira has a documentation sister product called Confluence. The appropriate documentation repository should already be connected and configured to the Jira Service Desk. In the case you would like to create new documentation and connect it to the appropriate request form, please follow these steps:
In the appropriate space (in Confluence), for the appropriate folder that is connected to a request type, click the … button and select page.
Add a title and content to the document and publish when ready.
Once published, you will have the opportunity to add label to this document. Look at the other documents in the folder and add the same label to the newly created document.
The reason for the addition of a label to this document is because it acts like a meta tag for categorization purposes. In the Jira Service Desk Admin environment, navigate to Project Settings > Channels & Self Service > Knowledge Base. Here you will be able to see a list of request forms that are presented to your end users. (They are based on the request types that exist for a department) Here you can associate a request form to specific labels so that end users that are looking to submit a ticket are provided the option to read documentation before needing to submit a ticket just in case they can solve it themselves.
