How to set up Service desk and confluence together

A couple of questions on this topic: 

1. Is it possible to create multiple knowledge bases (i.e. confluence spaces) linked to one service desk, i.e. we have a app specific knowledge base, but also a more general covering common things for all our products. They are both relevant for the users of service desk, but to keep them clean I am thinking about keeping them separate in confluence. 

2. We have multiple products and I was originally thinking about having one service desk for each product/project, but then I realized that it might be confusing for the users to have different portals and adresses to visit.

2a: What is the best practices here, should you create a service desk per product or one common desk for all products? 

2b: Is it possible to link many service desks to the same knowledge base (i.e. confluence space) so that if we go for a desk for each product, we can still keep one knowledge base?

3. What spaces in confluence will be accessible for service desk customers without extra licensing costs

3a: Any space that is a knowledge base, all service desk customers can access all knowledge base spaces.

3b: Only the knowledge base that is linked to the service desk where the customer is registered 

3c: Any space in confluence, i.e. not only knowledge bases related to the service desk.

1 answer

1 accepted

1 vote
Accepted answer

1.  Not yet.  There's a couple of requests to do it, but at the moment, a Service Desk project can only have one knowledge base.  Although you can have >1 project linked to a knowledge base.

2. It's not a bad thought, but if you are worried about your users having different portals, the right thing to do is a single one, with a field to gather the product

3. Knowledge base spaces can be accessed by any customer who can use a portal connected to it

 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,639 views 18 21
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you