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View & Share - Knowledge base (confluence) in Jira Service Management Edited

Hello, I have the same KB space linked to multiply JSM projects and I have a Welcome email with some links to KB 'how to use Help Center' and showing to the client things around.

Problem

Although it is the same page links are unique and I cant share them with all my customers as the access to Help Center projects is managed by 'Organizations'. And I can't share direct confluence link, because those customers are not part of my company and licensed users.

Sample:
https://company.atlassian.net/servicedesk/customer/portal/1/article/736460845
https://company.atlassian.net/servicedesk/customer/portal/8/article/736460845 


How to make an URL that can be viewed by all my customers?


2 answers

1 accepted

1 vote
Answer accepted

After hours of battling with URLs I found a way!

  1. Open any article on the client's portal you want to share
  2. Remove the parameter 'portal/id/' from the link.


Alternately

  1. Open any confluence page you want to share
  2. Copy article's number (ID)
  3. Add it to the link and replace XXXXX with your number https://company.atlassian.net/servicedesk/customer/article/XXXXXX


For example https://company.atlassian.net/servicedesk/customer/article/556138552

If you send that link to any customer it will redirect to their specific portal ID if an article is within a Confluence space linked to that portal.

So there you have it, it's a secure way to share the same article with many JSM projects if they all have the same Space linked.

0 votes
Danyal Iqbal Community Leader Mar 03, 2021

This is not doable.  It would be a security concern if this was possible.

Well, in many places website do redirects and checks, for instance, if you send a link to https://company.atlassian.net/servicedesk

then the user will be redirected to his/her portal and the link will change.

And even confluence pages have a redirect too, for example, if you have a link to another article, the links looks like this:


So my question is how to get that universal link?

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