We are using Jira Service Desk. We have created three projects - IT Service Desk, HR Service Desk, Facilities Service Desk. As users enter, the look and feel will show those three icons. If they are looking for a document and not sure which of those three buckets it's contained in, there is a search bar at the top.
Question - if each of those projects is linked to its respective Confluence workspace, is there a way to do a global search that will look into all of those? Or do users have to instead know (or guess) which one has the linked information? The users, of course, neither know nor care where the backend is. We're just trying to simplify the search.
When you are in the service desk portal and you are at the help center level it will search all of the Confluence knowledge base articles associated with each of the portals (service desks) that a user has access to. So in your example if you have the following:
If your user is able access all of the service desks and they use the search at the Help Center level they can search all the articles and request types for all three service desks. Once a users is in a service desk portal and searches on the portal page it will only search the knowledge base associated with that portal. To get around this I have seen individuals do the following.
This setup will allow users to search all knowledge base articles regardless of what service desk they are at.
Yes. I see that now. It opens a window that gives me a choice of Jira or Confluence. I think that perhaps the setup we have is in some way preventing that. I have to talk to the tech person who set it up.
Also, we are migrating over from ZenDesk. Is it possible during the transition period to link to that - or any external URL -so we can still find articles? Or is it assumed that application links are internal to Atlassian products?
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