How to set up Service desk and confluence together

[Andreas Hagglund]

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.

[Nic Brough -Adaptavist- · Accepted solution]

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

[Andreas Hagglund]

Thank you Nic!