Use external login for accessing Jira/Confluence and the Knowledge Base

[Will(y) De Vos]

Hi all,

Our customers use our software (cloud)  to handle their contractors. Accessing our platform is done with a user login and password (obvious :-) ).

For handling questions our Customer Care team uses JSD and we are documenting in a public Knowledge Base and in private Confluence Spaces.

We are using our knowledge base more and more (and we will create additional ones) and we love that the KB is directly linked to our JSD tickets so we can embed those articles very easy. 

The problem we have currently is that our knowledge base is public and therefore accessible by everyone. So the idea is the following but I have no idea if this is possible/doable?

• Our users have their own login on our platform (onyxone) or log in using SSO
• From within our platform we would like to embed/include the general knowledge base or client-specific knowledge base
  • Where they can access that information
  • Where they can initiate a ticket
  • Where they can have an overview of their tickets (based on the organisation field)

In short...this (https://onyxonlinelearning.atlassian.net/servicedesk/customer/portals) page, and the functionalities we would like to reach (make available) within our platform so that our customers do not need that extra login to reach that space or information and the linked KB is no longer freely accessible. 

I hope I have covered everything and you have a rough idea of what we would like to accomplish.

Thanks for the guidance fellow Jira users.

Best regards, 

Will

[Brant Schroeder]

@Will(y) De Vos 

You can make it so your confluence space is no longer public and associate it with your Jira service management desk.  Individuals will be able to search for articles after they login to the customer portal.  You can learn more about how to set it up here: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

[Will(y) De Vos]

Thanks for your answer Brant.

The functionality you describe I'm aware of, but I don't see how we can trigger access to the portal (knowledge base or overview of there tickets) from within our application.

Thanks, W