How can i do articles from the Customer Service Desk and visible in the Customer Service Portal?

[Star]

How can i do Troubleshooting articles from the Customer Service Desk and visible in the Customer Service Portal?

Attention: Customers don't have Confluence-Lizenz.

Thanks

[Jack Brickey · Accepted solution]

Hi @Star ,

have you as yet reviewed the documentation on creating Knowledge base articles? Here is a reference - write-and-share-knowledge-base-articles .

[Star]

Hi Jack,

Thanks for the answer.

I have created a troubleshooting article in Confluence but it is not visible in the Customer Web Portal.  (The customer does not have a Confluence license) 

[Jack Brickey]

The customer does not need a license. Can you click on Knowledge base in the sidebar then click the Knowledge base settings link. It should prompt you thru the steps along with the documentation. Articles will appear to the customer associated with what they search for based upon your config and labels/tags.

[Star]

Hi Jack, 

thanks for the answer!
Sadly it still does not work.
Please see the screenshots.

I think I selected the correct access and please see the users and role. When I log in as a customer in the Customer Web Portal, the articles and documentation in Confluence are not visible to customers in the Customer Web Portal. Customer has role as "Service Desk Customers". can you please help me?

[Star]

Hi Jack, 

have you a answer for me?

Thanks

[Jack Brickey]

sorry @Star , i have been rather tied up. 

so how are you testing visibility exactly? Have you added any labels to your article? If not can you do that and then enter that label in your help center search box? is anyone able to see the articles?

[Star]

Hi Jack,

thanks for the reply. No problem. :-)

I enter the labels or the articles (how-to, Troubleshooting), that I have created in Confluence in the search box.

If I sign up as a service agent, I have access to Confluence and can see the articles in Confluence. I think Service Agent has Jira license, maybe that's why.

When I log as a customer in Customer web portal, it looks like I don't have access to Confluence.

FYI: As I already wrote The customer does not have a Confluence license and no jira authorization.

[Jack Brickey]

The customer does not need a Confluence license nor an Atlassian account. My guess is that your issue is on the Confluence side. Are you the admin? Can you review this article - link-confluence-spaces-to-your-service-project 

[Star]

Hi Jack,

many thanks for the answer.

to point1 (from the link you sent me):

Point1 : When linking spaces from Confluence cloud sites, make sure that the Confluence site and Jira Service Management site have the same domain name.

My explanation for point1:
The Service Desk project is on a system like: "http://mkg0.coll.de" and Conflunce is on another system like: "http://mkg1.coll.de"

Can this be the problem? if so, what are the solutions for this?

to point 4 (from the link you sent me):

point4: To be able to change the view permission of your knowledge base to Anyone and enable anonymous access, you need the Confluence administrator permission and a paid Confluence plan (Standard or above). If you don't see or can't select the option Anyone, please ask a Confluence administrator to enable the global anonymous access settings. Learn more about setting up public access.

My explanation for point4:
For security reasons, we do not enable anonymous access.

Can that be the problem? if so, what solutions are there for this?

[Jack Brickey]

Hi @Star ,

I was just looking back through some of your notes and images. I may have found part of my confusion & why my input may not be applicable. I think that you are actually on server platform. Can you confirm that if you are on cloud your application, URL will be something like - yourcompany@atlassian.net. 

[Star]

Hi Jack,

many thanks for the quick response.

I don't work on cloud . URL yourcompany@atlassian.net is completely unknown to me.

Do you have any idea? 

[Star]

Hi Jack, 

have you a answer for me? :-)

Thanks

[Jack Brickey]

That is what I was thought. I work in Cloud not Server. It also appears that your Confluence and JSM are on separate instances. I will see if I can find someone that knows the Server side to assist here.

[Star]

Hi Jack,

Thanks

[Star]

Hi Jack,

i have another question.Maybe you can help me.

Here is the link:

https://community.atlassian.com/t5/Confluence-questions/several-How-To-articles-from-Customer-Service-Desk-gt/qaq-p/2190693

Thanks

[Brant Schroeder · Accepted solution]

@Star When you are in the Jira portal and type the title of the Confluence page in search does it show up in the search results?    If it does not, which I am assuming it will not, can you look at the Confluence space permissions for the space tied to the Jira service desk.  Do you see the following?

[Star]

Hi Brant,

Many Thanks! now, as a customer, I can view the articles in the Customer Web Portal.

[Star]

Hi Brant,

i have another question.Maybe you can help me.

Here is the link:

https://community.atlassian.com/t5/Confluence-questions/several-How-To-articles-from-Customer-Service-Desk-gt/qaq-p/2190693

Thanks

[Star]

Hi Brant,

can you help me please?

Thanks

[Jack Brickey]

@Star , I took a quick look at your other post but to be honest I was unclear exactly what the issue is or what you're asking. I noted that the post had been viewed 95 times. This might be indicative of I need for further clarification. I would recommend that you edit your current post and as much clarification and details as possible. Please note, I do not recommend adding the details as an answer sense that would remove it from the unanswered queue which tends to get more traction. 

@Brant Schroeder , just an FYI.

[Star]

Hi Jack,

Thanks for the answer. OK!

I tried to describe my question better. Please read my question again!

Thanks