Hi,
Recenty, Atlassian deployed a new system to connect the JSD customer to the Confluence knowledge base without license consuming on Confluence.
With this enhancement, on the Jira Service Desk project, we declare a linked Confluence knowledge base and the customer :
- Can consult a list of suggested articles directly in Jira Service Desk portal
- Can clic on one article to open it in a window in Jira Service Desk
- Can clic on the article title on this window and consult all Confluence knowledge base space. The customer could display all pages in the Confluence space where there aren't restrictions concerning him. Therefore if we have the "agent" and "user" knowledge base on the same Confluence space, the JSD customer could consult technical articles and it will be possible that he felt lost to identify procedures that he can apply and the procedures that will be applied for him by an agent.
Could you confirm the only one solution is to applied restrictions on all technical pages ?
Do you know if Atlassian plan the possibility to declare two different knowledge bases : one for the suggested articles on the JSD portal and one for the suggested technical articles in Jira "Related knowledge base articles" (where we can clic on the "Share as comment" button) ? Indeed this action could be to send the article to the JSD customer but could be used to share internally a technical procedure for a colleague.
Many thanks for your answer
