Mike Bowen Expert

Hi @Andrea Strangis It is now called Code snippet and can be accessed from the quick menu by pressing / - Mike

Hi @Markus Farnung The customer can't access your confluence space unless they are a licenced user of your Confluence, (licenced = paying), which is not practical as they would also have access to other internal content. The way it is working it is correct. In Jira Service Desk under Project Settings * under Knowledge Base…

Hi Shannon, That was the page. It has since been put back. I understand you have an over eager spam control. I tried deleting this post, but do not have delete rights. Thanks, Mike

Hi Michelle, Thanks for your kind comments. Yes funding these plugins is a challenge and making use of the free trials is very important. I certainly don't want to waste money on plugins no one uses. I've managed to be very prudent when it comes to costing and choosing plugins, and to date have only installed three that…

Hi Michelle, That is a fantastic idea and I had something very similar to your yellow pages and it went down like a lead balloon in the office. What amazed me about my workplace was that before I arrived, there was no intranet page or home page or links page. Everyone had their own favourites saved in their browsers. So I…

Hi Joris, This is how I do it. * On a page I add the Attachments macro, then edit it and specify to view only XLSX files (.*XLSX, then publish the page. * A single XLSX file can be dragged and dropped onto the "Drag and drop to upload" section and then listed in the File Attachments area. * OR if one has multiple files to…

Hi Tammy, I had a similar problem when I started using Confluence (Cloud). I, along with my colleagues created dozens of pages without a real plan in mind and it became a big mess really quickly. As Confluence administrator I looked for a plug-in to solve the problem, but in the end I solved it all with the tools available…

@Jessica Taylor You need to change your title - this is Confluence BLOG only. Why can't all pages in Confluence have these features? Who seriously uses blog for their every day use. Please please please make these features active in the Confluence pages.

How does one see or get the new editor to load for my Cloud Confluence? I am looking at screenshots attached in the comments above, and your screens look different to mine. I also don't see this button to make the page full width or not? (I did switch off Full Width in the Settings - Editor area. Some other things I notice…

The full width page, does this apply to external Customer Portal pages?, because that is our BIGGEST COMPLAINT OF ALL OUR EXTERNAL CUSTOMERS. We provide knowledge bases and release notes and currently our valued customers have to deal with 800px screen widths where almost 100% of users are using LCD screens with a lot…

I implemented the Slack - Jira Service Desk, Confluence and Ops-Genie plugin because: * Everyone in our office uses Slack for everything and I have found that people are so accustomed to seeing the Slack pop-up on their desktop when something is updated on Confluence or when a Jira ticket is incoming that it is rare for…

Hi Jeff, Right, you are on the Server (physical version of Confluence). I am on the Cloud version. That option doesn't exist for us. Thanks for clarifying. Mike

Hi Jeff, When you say "a Space Admin must install this stylesheet", is the stylesheet a plugin that needs installing? I am a Space Admin and under Look and Feel I see 4 tabs only; * Themes * Header and Footer * PDF Layout * PDF Stylesheet Like James I don't see Stylesheet. Is this for Confluence Cloud or Confluence Server?…

Hi Melanie, On problem one, does everyone in your team need to be commenting externally on incoming tickets OR could you get by with some of your team commenting internally and externally, while the other half are seeing tickets, and commenting internally (e.g. helping your main team). I had a similar issue. I have agents…

Hi Dart, Thanks for sharing. I've been wondering how to prevent customers logged into the Customer Portal from clicking onto the Request Type that only has two fields (Summary and Description), because it is visible on the requests. I'm going to give your steps a try. Mike

If I can select a group to View the filter, why can't I select a group to edit the filter. This is such a pain? There is no way an admin is going to change the owner to the filter every time someone wants to make a change and simply put the admin is not going to make a change on behalf of someone else. So this lack of…

Paul, From my experience of both Zendesk and Jira Service Desk it is important to remember that Jira Service Desk is primarily meant to be used through the web interface Customer Portal. I have a wiki post from Atlassian somewhere that recommends against using email for ticket logging. Customers who raise tickets, and…

Victor, I understand the use of labels, and request types and those are indeed helpful/useful, but how can I show off: * a list of available knowledge base posts on the customer portal (before the user does a search or goes through the request types menu)? * a list of popular labels? Is there a way I can customise the…

Hi Molly, Our customers were previously sending us email, which were being logged in Zendesk. There was a lot of email notifications being generated by Zendesk, which annoyed a lot of people internally and externally. Zendesk basic was just that. Basic in features and a lot more expensive than Jira Service Desk. We already…

Hi @Davin Studer, Oh wow! that is fantastic. I'll give that a tryout. Thank you very much for that piece of advice. Mike

@Alana Fernando, is there a solution for the Confluence Cloud users? Back in October when you asked the question, "if you are a confluence server user", it hadn't dawned on me there was a difference between cloud and server. I am on cloud. Is there any such beautiful macro for the cloud? 

Dammit Atlassian, we are in 2018 not 1996. Surely you can add the rest of the colour spectrum to a table cell. Every table / spreadsheet application known to man has the full colour spectrum. 5 colours is just plain mean. As James has pointed out, on some monitors these light colours are not visible, especially non-HDMI…

It took me (a Jira Service Desk) noob a month to build the service desk I wanted from scratch. We had Zendesk Service Desk in place, used by 17 agents, with 35+ Request Types. I used the basic customer support template to start with, but there were lots of changes to be made and each change affected something I didn't know…

Thanks @Alana Fernando I am a full blown confluence user and loving the ease of this wiki. I'll give your instructions a try. Many thanks. Mike

Fantastic looking macro. How does one add this macro to the already existing list of macros available in Confluence? Did you post the code for this purpose? 

Hi Tim, It makes sense and I may try it out. Thanks for the explanation. In the meantime I have set up a custom group picker field and added it to the default, edit, view screens. When a ticket arrives in the queue 1 dedicated agent clicks into the Group picker field and selects the group (5 or 6 agents dedicated to a…

Hi Tim, We currently have zendesk, but I am rolling out Jira Service Desk hopefully on the 1st of October. This lack of a group is really bugging me given our entire service desk revolves around groups. A group is linked to a client. If the client raises a ticket, they currently all get an email notification of the ticket.…

Zendesk offers a clone option on queue creation, saves a helleva lot of time. Please consider adding this feature. To create multiple custom queues and configure the columns and rules is a major ball ache.