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Confluence Space and Jira Service Desk Customers

Marlene Martins

Hello,

I have a Jira Service Desk project that uses a confluence space as a knwoledge base.

How should I configure Jira Service Desk and/or Confluence to:

a) when my customers start typing they see suggestion from knowledge base and

b) confluence space are not access without a login (I need to keep it private, so anonymous users with a link can't access it).

Accepted answers

Victor Mutambuki

Marlene,

By default, "Knowledge base articles can be automatically presented to customers as they fill in a request form. This automatic search can be restricted by label." This is already covered.

For part b, select the option "Only licensed users who have access to the space". This should take care of this issue.

This link from atlassian on this subject should be helpful.

Thanks
Victor

All comments

Victor Mutambuki

Marlene,

By default, "Knowledge base articles can be automatically presented to customers as they fill in a request form. This automatic search can be restricted by label." This is already covered.

For part b, select the option "Only licensed users who have access to the space". This should take care of this issue.

This link from atlassian on this subject should be helpful.

Thanks
Victor

Marlene Martins

Victor,

Thank you for your help, but "Knowledge base articles can be automatically presented to customers as they fill in a request form" do not work as expected.

These are my settings:

Space Permission settings - I have to deny all to for anonymous, to keep my space private. If I allow "All > View" a person without login and with a link can see my space and navigate. Before, I allowed "All > View" and it worked as expected.

Jira Service Desk project settings - I don't want to use confluence licenses with my jira service desk customers.

About part b), where can I find the viewing setting "Everyone with access to your service desk"? I thought it should appear on project settings > knowledge base > viewing (print above).

Thank you.

Victor Mutambuki

Marlene,

You can use labels to restrict what is searchable in the forms. I see you've already done that for your second Request Type.

As for viewing, you've select that all active users and customers can access. This option isn't private. The second option is. Anonymous access in confluence shouldn't be a factor in my view. I stand corrected.

Victor

Marlene Martins

Victor,

When I use my second request type, my knowledge base doesn't too (I have pages with these labels).

For viewing, although I select that all active users and customers can access, my space remain private (because, anonymous users cann't view).

To simplify - my problem is: when my space is private (a major requirement) knowledge base doesn't work in Jira Service Desk request. It only work if I select anonymous users to view all (then my space will be public).

The other problem is that jira service desk customers will need a licence of confluence to log in.

Victor Mutambuki

marlene,

Your knowledge base doesn't work because ANONYOMOUS in your space is restricted. Give them VIEW space permission and they should be able to see knowledge base.

Victor

Marlene Martins

When I give them permission to view, my space become public (that's my problem).

Victor Mutambuki

Marlene,

Then set who can view to ONLY USERS WITH CONFLUENCE LICENSE.

Victor

Krisztina Horvath

Hi Marlene,

I have the same issue. Did you manage to solve it?

I do not want my space to be visible to anyone, but I do want my customers to be able to find KB articles from the customer portal.

I disabled anonymous acces in the Confluence space permissions and enabled "All active users and customers can access the knowledge base without a Confluence license." in Service Desk. Since I enabled this in service desk, I have this message in Confluence:

"Any active user can view pages in this space, including users who don't have a Confluence license. This was enabled through Jira Service Desk so people can view knowledge articles when raising a help request."

In my understanding this should be a success, but unfortunately it does not work, a customer is not able to find any article for any keyword in the knowledge base.

Thank you,

Krisztina

Marlene Martins

Hello Krisztina Horvath,

If you want your customers to be able to find KB articles you have to enable anonymous access, there is no other way to use KB articles within your portal.

To deny access for others we use a VPN - only customers with this VPN can see this space.

Krisztina Horvath

Hi Marlene,

Thank you for getting back to me. It seems like a bug to me. We will consider having the Knowledge base in a different way, then.

Have a nice day!

Marlene Martins

Hi Krisztina,

I agree with you.

Our company as many clients with different KB, and we couldn't share it with them all.

Randy Roosekrans

+1 to allow users with access to the project portal to be able to search the associated KB without having to set the entire Confluence space for the KB to public.

Arthur Mack

@Randy Roosekrans

It is possible.

Just follow this:

https://confluence.atlassian.com/servicedeskcloud/set-up-a-knowledge-base-957150219.html?_ga=2.64008299.571049973.1548274496-1016183283.1524517062

Robin Andersson_u2wc7j

Hi,

Is it someone who knows how to disable JIRA Service Desk from automatically creating a knowledge base (confluence space) when creating any new Service Desk project?

Can't seem to find it mentioned anywhere.

Thanks,

Robin

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