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  1. Jira Service Management Cloud
  2. JSDCLOUD-3466

Confluence KB Page Links viewable in the Customer Portal

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    Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition

      When an Agent links a Confluence KB Page to a JIRA Service Desk Issue, they should have this link appear to the Customer in the Customer Portal. Currently, if an Agent uses this Feature, it is unknown to them that the Customer won't have access to see that resource, and can create confusion between the Agent and the Customer.

      Suggested Solution

      There is currently a "Create KB article" button, but there should be a "Link to KB article" button (or some other mechanism) for already existing resources in the Knowledge Base.

      Workaround

      At the moment, the only way to link to already existing resources in the Knowledge Base is to either Wiki markup the link in a comment, or the paste the link in directly.

      Attachments

        Issue Links

          duplicates

          Suggestion - JSDCLOUD-80 Display issue links

          • Closed
          is related to

          Suggestion - JSDCLOUD-4485 Display KB articles on Help Center

          • Closed

          Suggestion - JSDSERVER-3466 Confluence KB Page Links viewable in the Customer Portal

          • Closed
          relates to

          Suggestion - JSDCLOUD-80 Display issue links

          • Closed

          Suggestion - JSDCLOUD-2978 As a Service Desk agent, I want the KB article I have created for a customer request to show up for that customer in a separate field on the customer portal.

          • Gathering Interest

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              6cf75f652d57 Joseph
              kgrier kitkat
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              Dates

                Created:
                Updated: