Access to linked FULL knowledge base for Jira Service Desk customers

Question

I know how to give service desk customers access to a knowledge base through the service desk.  But this only gives them access to individual pages (which has limitations as users can't see full images or play instructional videos.

Is it possible to give a service desk customer access to the full knowledge base which allows them to navigate trough the index (tree), expand images ect without assigning one of the paid licences

Abel Lineberger · Answer

Craig, try this.

* Convert the Service Desk User to an Atlassian account.
* In the converted User's account settings remove the checkmarks for all Atlassian applications. (thus no added user on your subscriptions).
* Login in to atlassian as that user.  You should have read only access to all knowledge bases in Confluence.

We did the above for a while, but managing the overhead (every user needs their own Atlassian account, even if they don't cost anything) became too much.

Instead we added a Contents page and on that page we added an excerpt that includes an info box with a link back to the Contents page as well as a link back to the Support Portal.  All of our documentation now includes an Excerpt Include macro back to that Excerpt on the Contents page.  We also have a curated section in the header of each article that points to related links, so that if a given function relates to other functions, our document team can link the pages.  It's one way to address Atlassian's continued shortcomings with the Service Desk knowledge base portal.

Shannon S · Answer

Hi Craig,

The users will only have access to the space that you link to Jira Service Desk as a knowledge base.

There's a feature request below that, if implemented, would enable your Service Desk users to navigate Confluence and few any content that was also enabled for anonymous users.

* CONFCLOUD-30161

For the time being, if you were to make your instance available to anonymous users, then your Jira Service Desk customers can browse your content, provided that they are not currently logged into their JSD Customer account.

Let me know if you have any questions.

Regards,

Shannon