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  1. Confluence Cloud
  2. CONFCLOUD-74964

Provide a way for Articles endpoint to return data formatted in ADF

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      Currently the GET /rest/servicedeskapi/knowledgebase/article endpoint returns data in a non-ADF format, meaning that rendering the response inside iFrames causes it to lose some data (such non-standard emojis, panel colors and so on).

      Providing response in ADF format would alleviate this issue as it would enable developers to process the response differently.

            [CONFCLOUD-74964] Provide a way for Articles endpoint to return data formatted in ADF

            Severin Sutter added a comment -

            Hello all

            We are currently implementing Jira Service Management and are working on the Design of our Customer Service Portal.

            The Problems we face are the following: 

            Problem 1: Multi Language Availability of Knowledge Base Articles

            Problem 2: Customizability of IT Service Portal (Buttons, Translation Options, Portal Design)

             

            As JSM Standard does not offer as much configuration options, we have wanted to use the 3rd Party App Refined. 

            Using refined, the display of the Knowledge Base Articles does not work correctly, because the Table of Content Macro does not work. Without the Table of Content Macro, the Knowledge Base is very restricted and is only hardly usable. 

            The reason why we need to have Confluence macros available on third party apps is, that we need to have Knowledge Base Spaces containing multiple languages and there is no out of the box option for this problem. We also want to have, for certain knowledge base articles, a table of content macro, in order to have a question/answer dialogue for the customer. 

            We are between a Rock and a Hard Place in this instance.  

            Releasing this change, would at least help in us being able to use refined for the Portal Design and tackle both Problems above. 

            Thanks and Kind regards,
            Severin

            Severin Sutter added a comment - Hello all We are currently implementing Jira Service Management and are working on the Design of our Customer Service Portal. The Problems we face are the following:  Problem 1: Multi Language Availability of Knowledge Base Articles Problem 2: Customizability of IT Service Portal (Buttons, Translation Options, Portal Design)   As JSM Standard does not offer as much configuration options, we have wanted to use the 3rd Party App Refined.  Using refined, the display of the Knowledge Base Articles does not work correctly, because the Table of Content Macro does not work. Without the Table of Content Macro, the Knowledge Base is very restricted and is only hardly usable.  The reason why we need to have Confluence macros available on third party apps is, that we need to have Knowledge Base Spaces containing multiple languages and there is no out of the box option for this problem. We also want to have, for certain knowledge base articles, a table of content macro, in order to have a question/answer dialogue for the customer.  We are between a Rock and a Hard Place in this instance.   Releasing this change, would at least help in us being able to use refined for the Portal Design and tackle both Problems above.  Thanks and Kind regards, Severin

            Karri Adkins added a comment -

            This has a negative impact on users navigation as they are getting stuck because they are being taken out of the URL they are in, and taken into a URL that is  dead end for them.  It is becoming a very frustrating experience.

            Karri Adkins added a comment - This has a negative impact on users navigation as they are getting stuck because they are being taken out of the URL they are in, and taken into a URL that is  dead end for them.  It is becoming a very frustrating experience.

              Unassigned Unassigned
              resteves Rodrigo Heinzen
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                Created:
                Updated: