Is there a way to disable Jira Issue Creation from Confluence KB if linked to a JSM instance?

Malka Jackson [Isos Technology]
Atlassian Partner
October 11, 2024

The situation is there is a JSM Project with a KB space attached. We only want issues created by email or portal entry. Now that we hit the Cloud, we are finding that users can utilize the + CREATE ISSUE button in confluence when they highlight text on a KB article to create a JSM issue. 

This is not what we want to allow and we are wondering if there is a way to disable the create issue functionality from Confluence Cloud

3 answers

0 votes
Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 13, 2024

Hi @Malka Jackson [Isos Technology] ,

There is no workaround for your query.

https://jira.atlassian.com/browse/CONFCLOUD-69470 

 

0 votes
Samuel Gatica (ServiceRocket)
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 11, 2024

Hi @Malka Jackson [Isos Technology] 

I know this can be done in the Server version by disabling the Apps "Confluence and Jira Content Connector on the page," but in Cloud, we can't do this. Maybe you can reach out to Atlassian Support and ask them to disable this on your behalf!

 

Best regards

Sam

 

0 votes
Brant Schroeder
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 11, 2024

@Malka Jackson [Isos Technology]  Are the users access the KB through JSM or are you having the access it directly in Confluence?

I am assuming that it is the later.  If a user access the KB through Confluence then they will have a Confluence license.  This will allow them to have full Confluence functionality.  There is no way to turn off the create an issue feature in Confluence.  

To fix this just link the confluence site as a KB in JSM https://support.atlassian.com/jira-service-management-cloud/docs/set-up-your-knowledge-base-with-confluence/ Have users search for KBs in JSM.  If you have to you can remove access for users to the KB in Confluence so they can only see it in JSM.

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