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.

Furthermore, when an article is shared via the Confluence direct URL in a request, JSD will not count the request in "Requests resolved by agents sharing articles".

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.