What is Second Chance?

Second Chance is a free Atlassian Forge app for Jira Service Management. It works on the knowledge base your agents can already read, and it helps three people.

For the agent working the request

Open a request and Second Chance shows you the top knowledge base articles for it, right there in the issue. Each one carries a confidence band (Strong, Medium, or Weak) and the keywords that matched, so you can decide what to open without leaving the issue or guessing a search term. Jira's native "related articles" gives you a list with no ranking. Second Chance ranks the list and tells you why.

For the customer who raised the request

When you switch it on, the customer sees those same ranked matches on their own request in the portal, right after they submit it. It is the "second chance" the app is named for: a chance to find the answer themselves while they wait, instead of sitting on a ticket that an article already covers. It is read-only. There is no resolve or close button, so nothing happens to the request unless your team or the customer chooses it through the normal portal.

For the admin who owns the knowledge base

From a project's settings, you run Analyze recent requests and get a single, honest read: of the requests that recently reached your desk, how many already had a strong matching article. Then it breaks that down by request type, weakest first, so you can see exactly where the gaps are. You get a number the moment you install, not after weeks of collecting data.

The one idea that makes it different

The same engine scores every surface. When the coverage report says a request type is well covered, that is the same judgement an agent sees on a ticket of that type, and the same ranking a customer sees on the portal. The number on the admin page means exactly what an agent and a customer see. That consistency is the point.

There is no AI, no external model, and no data leaving your Atlassian tenant. The scoring is a transparent set of rules you can read and check.

Where to next

What it does and does not do: the boundaries, stated plainly.