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Share KB using refined

Fabio Genovese
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Dec 17, 2020

Hi to all, 


I have a question about Refined or others addon which can customize PORTAL UI. Let me explain. 

My goal is share KB Confluence Space linked to Service desk/management project in another way on PORTAL: All PORTAL users could be able to navigate KB Space,  starting from a specific page. 

is this possible on cloud environment? 

Thanks in advance


1 answer

Hi Fabio,

Raj from Refined here.

If I understand your use case correctly, this could be possible to do using Refined on Cloud

We have two apps on Cloud, Refined for Jira Cloud, and Refined for Confluence Cloud.

If using both of these apps, then you can create one Refined site, that includes the JSM project on it, and then include the Confluence Space itself on the same site - and then portal users can browse this space on the Refined site.

Note that you would need to set up the permissions on the Space accordingly, as Confluence space permissions are always respected in Refined. since the Space would added to the Refined site via the Refined for Confluence app, ideally you'd want to open up the Space to make it anonymously accessible. 

We've got some get started demos for Refined for Cloud available here, if you'd like to check these out:

And feel free to get in touch with our support if you have any more questions for us!

Best regards, Raj Sehmi

I think I have the similar misconception than @Fabio Genovese

It's probably due to the vague/unclear option in Settings / Jira Service Management / Knowledge Base Popup  which seems to tell us that we get the JSM knowledge page (KB) in "Jira Refined Cloud". (see below screenshot)

For everyone knowledge Jira Service Management (JSM) KB is in fact a dedicated confluence space... But, if I understand @Raj Sehmi _Refined_ right, we have to buy  "Confluence Refined Cloud" on top of "Jira Refined Cloud" as per his answer... So $4/user (2 for jira + $2 for confluence) if you want to have a customer portal or whatnot to allow the users to create a ticket AND get an easy access to the KB. It's start to be really dear for small companies.

@Raj Sehmi _Refined_, what I don't understand is :

1. Why can we access and read the KB docs via the search engine but why do we have to pay for "Confluence Refined Cloud" to display / link  KB article on a dedicated refined page?

2. What is Knowledge Base Popup option? What does it do? I can't see it... Can you reframe it? (see screenshot below)




Hi Thomas,

Nice that you're trying out Refined!

Our apps are built using Atlassian APIs. Refined for Jira Cloud supports searching for KB articles from linked Confluence Spaces, just like the native JSM portal - These Knowledge Base articles are rendered in a popup when searched for and opened in Refined, the settings from your screenshot are related to this.

Since there doesn't seem to be a way in native JSM for customer users to browse the knowledge base (, this cannot be done in Refined for Jira Cloud, either. 

As per my previous reply on this thread, a browsable "KB" can be achieved by adding the Confluence space to the site (using Refined for Confluence Cloud, which uses Confluence APIs).

Here's a video that explains the differences a bit more:

Feel free to reach out to our support should you have any more questions for us:

Best regards, Raj Sehmi (Refined)

Thanks @Raj Sehmi _Refined_ that makes more sense. However what's the purpose of the 'article link' toggle? (in my previous screenshot) Is it only useful when you have refined confluence? I flicked it on and off and I cannot any effects on the website.

I have upvoted maybe one day it will work

Hi Thomas,

Nice to hear that it's clearer now.

The Article Link toggle allows to show/not show a link to allow the user to open the Knowledge Base article from the popup, in a new window. Note that they will be redirected to Confluence using this link, and that means that the relevant Confluence permissions will apply.

Best regards, Raj Sehmi (Refined)

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