Keep Knowledge Base navigation within the Knowledge Base!

Question

We are creating knowledge base articles for Jira Service Management using confluence.

Our users access the content via the Portal Knowledge Base.

Articles are created in confluence and linked to other confluence articles, directly and with page tree macros.

However, when viewing as a user from the Portal, clicking any of the links on the articles directs the user out of the Portal Knowledge Base and to the confluence page.

Where they do not have any permissions to log into confluence.

Can links be created on articles to other articles, to ensure a portal user remains inside the portal knowledge base?

Dan Breyen · Answer

Sounds like it's worth opening a Support ticket for further assistance.  I agree that shouldn't happening for Portal Users. Another option would be to create Confluence pages in your KB that are only meant for Internal Customers where they may have more Confluence access than just to the KB.

David Harkins · Answer

@Dan Breyen Thanks,

I've looked over [JSDSERVER-5324] Other Spaces and Pages Accessible From Knowledge Base article - Create and track feature requests for Atlassian products. and that appears to be more of permissions issues than what I am experiencing.

Our users cannot log into Confluence, the links being displayed on the Knowledge base articles are directing them to the page in confluence, when they should remain in knowledge base.

Dan Breyen · Answer

Hi David, I see you're on JSM Server.  I'm on the cloud. Previously if my portal user gets to a Confluence page that has JIRA links on it, they would get a screen about needing a Atlassian login.  If they had a proper Atlassian account, they could actually get to the JIRA link on my conf page.  Currently if they click on a Jira link, it takes them back to the Portal page.  Clicking on a Confluence link now gives them a 'No Access' page.

It appears Atlassian made a change for this recently.  I looked at Atlassian's JIRA site for an existing or fixed bug for Server, but couldn't find one that was still open.  This oneJSDSERVER-5324 was closed for lack of interest.  If this is the issue, maybe a new ticket needs to be created.

Hope that helps.