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How can a customer open an article directly in confluence from the service desk portal

Our service desk project is linked to a confluence space.

If a customer is searching for a topic he is seeing the solutions from the knowledge base as expected.

If the customer is clicking on the link of an article, the article is opened in the context of the service desk portal. That means e. g. the width of the article is restricted.

My question: How is it possible for the customer to open the article directly in confluence? Is it possible to automatically add a link to the article in confluence?

By the way: in confluence the page title contains a link to the page itself. But this link is not working, when the article is displayed in the context of the service desk portal.

2 answers

0 votes

Hi @Markus Farnung 

How your Confluence licensed and configured? Is it publicly available?

Ravi

Hi Ravi,

thanks for you answer.

As far as I know we have a server license and using Confluence only within our company.

In the permissions of the related space the option "Any active user can view this space" is activated. Also the option "Public Access" is set to "View all".

Markus

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

  1. under Knowledge Base 
  2. Link a Confluence Space - Set to Link to a Confluence space
  3. Under Access, Everyone with access to your service desk can read articles without a Confluence licence. This option is best if you want to share knowledge base articles with your customers.

If you choose the other option (only licenced users who have access to the space), then only the people paying (internal staff) would have access, which is not practical. 

knowledge base.png

The width problem of the external knowledge base post is something I have raised with Atlassian. They don't seem to care that the external page for customer is too narrow. It is ridiculously narrow at 800px, of which 100px is dead space and only 600px is the content for the knowledge base post).

Full width in Confluence is truly a luxury for paying or licenced users. 

A workaround is to tell your customers using the knowledge base to use page zoom or (ctrl+mouse wheel to zoom in and out). 

 

-Mike

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