It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How can I see the confluence article in a pop up on service desk?

Leonardo Zeferino Jan 06, 2017

This question is in reference to Atlassian Documentation: Guide to link Knowledge Base to JIRA Service Desk for unlicensed user

How can I see the confluence article in a pop up on service desk? Where do I set this?

2 answers

0 votes
Walter Buggenhout [ACA IT] Community Leader Jan 06, 2017

The documentation you refer to describes how you set up application access and linking for unknown users. If you want known users to use it, application linking between JIRA and Confluence get you to the same point.

To make your knowledge base accessible for the Service Desk, go to the project settings of your Service Desk project and select knowledge base from the options on the left. There you indicate:

  • what Confluence instance and Space you want to link to as your knowledge base
  • set who can access and author the knowledge base
  • and for each Service Desk Request Type indicate whether the knowledge base should be searchable or not.

The last step ensures that your users get the popup automatically appears when they are typing in the search and create boxes of the request types on the customer portal.

To further refine this, you could even add labels to the kb articles in Confluence and restrict the articles being searched by adding those restricting labels to your request forms:

2017-01-06_192739.png

 

0 votes
Leonardo Zeferino Jan 06, 2017

Thanks, @Walter Buggenhout [ACA IT]!

Actually, I already did what you said. When the user search and find a confluence article and click to read, the article is opening IN the page.

image2017-1-6 16:42:42.png

I'd like to open in a POP UP like this:

Andrew van Scoter Oct 20, 2017

@Leonardo ZeferinoDid you ever figure out to route the confluence page to a pop up?

Leonardo Zeferino Oct 24, 2017

Nope

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Posted in Jira Software

Demo Den Ep. 5: Meet Jira Mobile

See how to use Jira on the go! Demo Den Episode 5 is here: meet Jira Mobile with  Jira  Product Manager Rayen Magpantay.  Demo Den is in our monthly series where a Jira PM demonstrates...

218 views 1 9
Join discussion

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you