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Displaying all Knowledge Base articles on a Jira Service Desk portal

Hi

Is there a way to display all the Knowledge Base article titles (with links) on the home page of the Service Desk portal?

I'm not sure our users (public) will necessarily know what to search for and the titles would give them a useful hint.

4 answers

I absolutely agree. I want to browse the topics. Searching is not sufficient because the topic might not have the keywords I use.

0 votes

Hi Kieron,

There's not yet a feature to do this, but we have a few feature requests that are in-line with what you are looking to do:

  • JSDSERVER-764 Provide a link directly to the Confluence Knowledge base article in Customer Portal
  • JSDSERVER-4464 As an administrator I want to be able to embed my knowledge base into the customer portal

There are workarounds listed on those but you may also want to embed links to your Confluence space used with your Service Desk in your Announcement banner:

Please vote on the above feature requests that you are interested in (if you're on Cloud you can find links to the Cloud versions of the features in the ticket). Leave a comment there as well with feedback of your usage case in particular.

Let me know if you have any questions!

Regards,
Shannon

Hi Shannon,

I'm interested in letting the user see page listings as well and I tried your suggestion of pasting in the space url into the service desk announcement banner. It worked, I was able to then see the page directory, BUT, it forced me to request a confluence license.

Is there not a way to see the page directory of the knowledge base space as a service desk customer(ie not having to get a confluence license)?

Thanks,

Jay

Hello Jay,

Thank you for following-up on this thread!

So if Kieron's users were all public, that is, anonymous, and without an account on Service Desk, then they can access the pages if the space has Anonymous permissions applied.

If your users all have Customer accounts in Jira Service Desk, then Confluence doesn't consider them to be anonymous users and won't allow access. A workaround to this is to open the tab in Incognito Mode as anonymous users.

As part of making authentication and single sign-on easier across Atlassian products we have consolidated product access through Atlassian account (Atlassian Account for Users). This means that access to our products outside the customer portal requires an Atlassian account.

The workaround as follows from the above feature request:

If you need your customers to directly access Confluence to browse through KB articles, you can either:

  1. Make your space anonymous-accessible. This will mean that anyone will be able to browse your KB articles without needing to log in. If you are experiencing issues as described in CONF-30161 then please make sure you have linked your space to a JIRA Service Desk project via Project Settings → Knowledge Base as this fixes the problem.
  2. If you do not want to make your space anonymous accessible, ie. you want customers to explicitly log in before they can see Confluence, then you must convert your customer user accounts to Atlassian accounts. You can convert them yourself using the instructions on Select the Right Account for Your Jira Service Desk Customers or you can file a support ticket and our support can bulk migrate your customer accounts to Atlassian accounts. Having an Atlassian account does not consume a license.

I hope that clarifies things for you. Let me know if you have any questions about this.

Regards,

Shannon

Like # people like this

You can also use Categories in your Knowledge Base.

 

This is the best way I know of.  If you place an article (page) in a specific category of your KB, then the article will show up in your help desk portal.  I have put pretty much all pages in a specific category as to basically have a true article-accessible KB, along with a request button in each category.

 

I hope this helps.

 

Thanks,

This only for Cloud Version.

0 votes
Joe Russo I'm New Here Sep 04, 2020

I love what I've setup thus far but have really hit a wall. I'm not concerned about the price or plan; just the ability on the Portal to display all of the knowledge base questions. 

When a new person is onboarded, they browse specific sections within the knowledge base. We want (need) to send users to one location (portal) to: 

1. Submit a ticket if they have a bug or issue

2. Browse the knowledge base to view FAQs, how-to's, etc. 

 

Please advise if it's possible - thanks! 

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