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Show knowledgebase articles in Confluence instead of directely on the portal Edited


When a JSM Project is connected with a confluence space, the user can search for KB-articles and view them directely within the service portal. This is great in most cases, but sometimes, especially when tables are included in the kb-article, the content is not displayed nicely (as there is less space available on the small popup). Therefore it should be possible to link directely to confluence in some cases instead of rendering the article within the customer portal. Is there any possibility to do so? Or does anyone have another idea to deal with that issue?

Below there is an example of a teble that does not display nicely.


1 answer

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Answer accepted
Brant Schroeder Community Leader Feb 04, 2021

The Jira Management Portal provides access to a Confluence space through it's search knowledge base integration without requiring a user to have a license to Confluence.  You could technically link to a confluence space and direct users to the space as your knowledge base and unlink the space from Jira.  The Confluence space will require the user to login so you will need to make the space public by allowing anonymous access.  This will allow anyone on the web to find the space and the content of the space. 

There are some distinct advantages to have users search in the service desk for answers and not direct them to the knowledge base.  If a user is unable to find an answer to their question in the portal they will be invited to submit a request.  It provides one place for everyone to go for help instead of going to the KB and then to the portal.  

I would suggest making adjustments to your articles so they display better in the portal.

Atlassian is also releasing public links.  In order to use public links the anonymous access feature must be disabled.  So if you do decide to provide anonymous access and want to use public links in other spaces you will have a decision to make.  

Thank you for that input.

We meanwile found another solution. We are using the plugin "Refined for Jira" that allows some customisation of the service portal. The plugin has an option to display KB articles in wide mode.

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