Create an article to the knowledge base via service desk

Customer requests was that he has the opportunity to add Request to the knowledge base in the service desk portal.

Knowledge base I configured, customer can create articles via confluence. Service desk agents have the option of JIRA issue to "create an article". Customer demands that this option was also on the service desk portal.

Is there any way to do or some addon that this provides?

1 answer

Hi Radoslav,

It sounds like you're asking for a way to allow an unlicensed user (or customer) to create a knowledge base article in Confluence via your JIRA Service Desk.

There are steps on how to allow access to customers in terms of viewing Confluence within our guide on how to Link Knowledge Base to JIRA Service Desk for Unlicensed Users.

You should be able to allow customers to create articles in Confluence by following similar steps, and then creating a customer group with Page Add permissions (from the Confluence Space permissions settings) that you assign their customer user account to. You should be aware that this would result in any customers that you include in this group counting against your license's user count.

Rather than using this type of set-up and increasing your Confluence user count as well as allowing your customers to directly modify your knowledge base, you may want to create a new service desk request type where customers could detail the need for a new knowledge base article as well as the content to be contained in said article. There are steps for this detailed within our documentation on how to create your service desk request types.

Cheers,
Kenneth Giorno | Atlassian Support

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