Confluence Cloud - Customer unable to view tickets linked via macro from Jira

Question

Hello,

We have created a login for our customer (in Jira Service Desk - Cloud, created customer under organizations for portal access and in Confluence - Cloud, created customer to view some confluence pages)

Jira Service Desk portal works fine for the customer.

In Confluence, one of the pages contains the Jira Macro where it will show a list of tickets from the Jira Service Desk (under the same organization as the customer). However, the customer gets the following error upon viewing:

Data cannot be retrieved due to an unexpected error.

I am able to view this without issues on my end. I've tried to find many ways to provide some/limited access but to no avail. We do not want our customer to be able to view all tickets in our Jira Service Desk. I was wondering if I missed something or there is no such functionality to allow this?

Thank you.

Dan Breyen · Answer

Are your customers accessing Confluence from the Portal via the Knowledge Base?  I'm not giving my customers specific access to Confluence pages, but setup the Knowledge Base in the Portal and haven't ran into any issues.  By default, pages created in the Knowledge Base are available to external customers.  If you have that page in a different space, you can copy it over and see if it works that way.  I've attached an Atlassian KB for reference.

Using Confluence and Jira Service Management Together (atlassian.com)

Patricia_mpqzai · Answer

It seems that there are some text fields as well which are not listed in the ticket you have posted.

Patrick Cartier [Candylio] · Answer

I would definitely not suggest making them an agent as that would be quite expensive.

For the reporting it should be fine to have them view the charts in Confluence.

There's a known issue with displaying custom fields on the JSD portal unfortunately. Here is the ticket for cloud.  It's only for certain custom fields so maybe this pertains to you?

https://jira.atlassian.com/browse/JSDCLOUD-86