Service Desk Knowledge base Article links for related articles points to Confluence

[Andre Schmidt]

Hi everyone,

is this works as designed that related articles links always points to the confluence space directly instead of just loading the related article in the viewport of the service desk.

So from my point a customer does not need to enter confluence to view related articles.

But authenticated as a customer all links goes directly to confluence (different url, different layout is not good for the customer experience).

Any ideas?

Best regards 

[Diego · Accepted solution]

Hello, @Andre Schmidt !

Reading our documentation, I could find that yes. It is expected of the knowledge base to redirect users to another interface. Here we have our documentation about Knowledge Base:

• [Jira Service Desk Server] Set up a knowledge base for self-service
• [Confluence Server] Use Confluence as a Knowledge Base
• [Jira Service Desk Server] Write and search for knowledge base articles

Looking further down into our requests, I could find one that sounds like it is aimed at your expectations:

• [Jira Service Desk Server][JSDSERVER-3983] Use full page to display knowledge base article
• [Jira Service Desk Cloud][JSCLOUD-3983] Use full page to display knowledge base article

I hope this shines some light into your situation! Looking forward to your reply.

[Andre Schmidt]

Hi Diego,

thanks for the information.

[Diego]

Thanks for getting back to me, @Andre Schmidt!

Let us hear from you in the future.