Knowledge Base (Confluence) the articles/pages layout does not look right in the customer portal?

Question

Hi,

Setup: Integration between Service Management and Confluence (Knowledge base).
Issue: The layout view in the portal is struggling and seems unprofessional compared to the view in Confluence.

I know this is not a big issue: But why is it not a standard formality that the layout for articles in the customer portal view equal the pages in Confluence view?

Right now is seems like a downgrade to use Knowledge Base when the layout is not as smooth and structured as in Confluence. This is unfortunate since our portal is used for external customers, and we would like to give the best impression as possible.

Does anyone else consider this as a problem or have noticed these differences? :-)

Below some differences are shown ("Expand", "Wrap left", "Columns")

View in Confluence:
"Expand" and "Wrap left":

"Columns":

View in the Service Portal:
"Expand" and "Wrap left":

"Columns":

Pramodh M · Accepted Answer

Hi @cnc

Welcome to the Community!!

The New UI is only being rendered in Confluence Site

This functionality is not yet implemented in Customer Portal View when accessing the Knowledge base!!

Raising a Support ticket and checking with Atlassian team would be necessary here to understand when this will be implemented

Thanks

Angélica Luz · Accepted Answer

Hello @cnc,

Welcome to the Atlassian Community!

As Pramodh M mentioned, the new UI is rendered only in Confluence. The view in the customer portal is different, so some Confluence macros are not supported or rendered as expected.

There are some feature requests suggesting improvements for that and they are currently in progress:

Reproduce videos from a KB article in the customer portal

Enable the new Confluence Editor view on portal knowledge base view

This is the last update from our product manager:

Hello everyone

I'm Joe, product manager in JSM. We have been working on some of the issues regarding the knowledge article view on the customer portal.

Videos were not played inline, they had to be downloaded

Images did not pop-up on-click

Expand macro was broken

The panel macros were not rendered in the same style as in Confluence

We have fixed these issues and we want to deploy this for a handful of customers before rolling this out to all.

Important Note:

The new view is only available for portal customers who are Atlassian accounts or non-logged-in users. This fix is not available for JSM customer account users at this moment, they will continue to see the articles as it was rendered earlier (or now). This will be available to all portal customers in the next quarter.

The three known bugs mentioned in the attached video will be fixed in the next quarter. (video attached to the ticket)

If you would like to have this functionality rolled out to your instance, please email me at jjayanth@atlassian.com

Regarding the expand macro, there is a bug:

Expand macros on KB pages are all expanded by default

Please, click on Vote for this issue for both tickets I mentioned and also watch them to receive updates from our product manager. On the bug ticket, click on This affects my team and watch, so that you are notified when it’s fixed.

Kind regards,
Angélica