How to show selected data in Confluence without access to the rest of the JSD project?

Question

On our intranet, we have a JSD project for collecting IT requests within our company, with the IT team having exclusive access to the back end side, and anyone in the company being allowed to use the customer portal to add/edit requests.

This project uses multiple issue types, and for a specific issue type, we would like to offer an overview of all requests to anyone in the company - without allowing them to log into the Jira backend and browse through the entire project.

Ideally, that overview would be generated through the Jira macro in Confluence, but any other web-based display would be acceptable, too.

I contacted Atlassian support and the answer I got sounds like we have to give "Browse Projects" permission to anyone on the web - which we could do, since we are on an intranet anyway, but the big issue here is that this permission alone does not work without giving application access; and that results in any of our users being able to log into the Jira backend and browser through the entire project, internal comments and all. I have a hard time believing there is no less invasive way of giving out that information....

Does anyone here have some suggestions on what we could do to share a limited set of request data without giving out full read access to the entire project?

Thanks very much!

K-IT Team · Answer

Thanks!

"Internal customers" sounds right. We do have sufficient licenses, but when we grant application access to our "internal customers", they can log into the Jira backend and browse the entire project - not what we want! They should only be able to see what the Confluence/web page offers, not more.

Edit: Adding a test user to the role "Service Desk Customers" for our JSD project did not make any difference: the user still gets a " Data cannot be retrieved due to an unexpected error" in Confluence - as long as the user is not granted application access. Once that is in place, the Jira macro works just finde.

Just for clarification, to avoid misunderstandings: A knowledge base (hosted on Confluence, accessible from Jira or the JSD customer portal) is the opposite of what we want at the moment: We want to show Jira request details on a Confluence page, i.e. Confluence needs read access to Jira (using the Confluence user credentials).

The "Jira and Confluence together" course sounds interesting, thanks for the link.

Patricia Francezi_iDev_ · Answer

Other departments are your "internal customers" right?

As far as I know, you can and should be able to share pages with lables per request type via customer portal.

Licenses are needed if your coleagues need to also be editor.

your internal coleagues from other departments need to be added as customer in your service desk project.

better check for doccumentation and some extra courses and tutorials, as free skill builders.

Using Confluence for Documentation and Knowledge Bases

Learn From Home: Jira and Confluence Together

(this one has limited time to be free, not sure when it finishs)

And this doc helped me to understand how it works

https://confluence.atlassian.com/servicedeskserver/set-up-a-knowledge-base-for-self-service-956713310.html

Second topic deals with licenses....

I hope this helps you.

K-IT Team · Answer

Not sure I explained our case well enough.

All we want are certain issues and their details shown in a Confluence page. No ability to edit them or act on them in any way. Just the read-only results of a JQL query.

Is that such an uncommon request?

We could probably do it using the API and producing our own little web page that prints the results of a JQL query (using a special user with appropriate permissions) but we haven't used the API before and it would be more complicated to maintain.