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Sending knowledge base links from an internal JSM project to external customers

Philipp Roeschke February 7, 2024

I have the following scenario:
We have 2 Confluence Spaces and 2 JSM projects. The projects are each classified as "internal" and "external". This means that the external project is only filled with customers who are invited manually.
The customers of the internal project are imported via our Azure AD.
For each of these projects, 1 space from Confluence was linked as a knowledge base.
We would now like customers from the internal project to be able to send article links to external customers without the external customers being part of the internal project.
We have tried to link the Confluence Space, which is linked as KB in the external project, also in the KB of the internal project. However, when sending a KB link from the linked Confluence Space of the external project, the link is converted and displayed as an "internal article" for the external customer.

What we basically want is the following:
- Give internal customers the option of sending links from the Confluence Space of the external project
- these links should originate from the Confluence Space of the external project
- external customers should only be able to access the space of the external project (via the knowledge base in JSM)

Do you have another idea for this scenario without using Confluence licences?

4 answers

0 votes
Philipp Roeschke February 8, 2024

Unfortunately, it seems that customers searching for articles from project 2 in project 1 still see this link: https://encavis.atlassian.net/servicedesk/customer/portal/14/article/46694401
This means that if the customer is not stored in project 2, the link is always generated from the portal of project 1, right?

Laura Campbell _Seibert Media_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 8, 2024

So you would like articles from the KB to be shareable, with a static URL, that does not require the person consulting the article to be a known/logged in user. Is that right? 

Philipp Roeschke February 9, 2024

That would be one possibility.

0 votes
Philipp Roeschke February 8, 2024

Now that I have tested the scenario again, I can see the following:

If 2 Confluence Spaces are linked in Project 1, whereby one of these Spaces is also linked in Project 2 in parallel, and I as a customer from Project 1 search for an article in the portal which is linked in Project 1 and 2, the link to the article is displayed in the same way as the portal via which the article is accessed.

e.g. here:
2024-02-08 11_51_59-Clipboard.png

The article is created in a Confluence Space, which is linked via both projects.
If I now search for this article via the portal from project 1, I get the following link to the article: https://encavis.atlassian.net/servicedesk/customer/portal/14/article/46694401

If I go via the portal of project 2, I get this link: https://encavis.atlassian.net/servicedesk/customer/portal/15/article/46694401

So the difference is which portal you use to search for the article.

It seems to me that the link is therefore not static, but changes depending on access to the portal.

0 votes
Philipp Roeschke February 8, 2024

Hello Laura,
thanks for the quick response. The scenario is difficult to describe in text form, but I'll try to explain your points step by step.

Project 1:
- internal customer via Azure AD Sync
- Knowledge base with a linked Confluence Space
- the customers have no agent role

Project 2:
- Internal customers who are invited to the project by invitation
- Knowledge base with linked Confluence Space
- The customers have no agent role

- The projects are strictly separated from each other

Scenario:
The internal customers from project 1 want to forward a KB article to an external recipient (the recipient can be a customer from project 2, but does not have to be). An attempt has been made to export the individual articles as PDFs via the portal, which does not appear to be possible natively.
I was therefore wondering whether it is also possible to copy the link that is displayed in the browser when opening the Jira Portal and send it. However, in order for the customers from project 2 to be able to open this link, they must either:

  1. be a customer from project 1 or (as I had hoped)
  2. we link the Confluence Space from Project 2 to Project 1 and thus give the customers from Project 1 the opportunity to access the Space from Project 2, which the customers from Project 2 have access to anyway.

 

0 votes
Laura Campbell _Seibert Media_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 8, 2024

Hi @Philipp Roeschke 

Let me see if I have your scenario straight:

  • You have internal employees or users working on an internal JSM portal in the role of agents and linked Confluence space
  • You also have a public facing JSM portal and linked Confluence space
  • Your internal employees are now acting as agents on the public facing JSM and need to be able to share links from the public KB with requestors

What is not clear for me:

  • What do you mean when "the link is converted and displayed as an "internal article""? Could you add a screenshot of what it looks like when it's displayed correctly and when it's not?
  • When you say "Give internal customers the option of sending links..." you mean users with a JSM agent license can send links, right? You're thinking of the people who are responding to the requests, and not the people raising the requests, right?

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