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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      This feature request is for both Jira Service Desk and Jira Software and happens even if Confluence and Jira share the same user base.

      Steps to Replicate on Jira Service Desk

      Link Jira Software or JIRA Service Desk with Confluence as per the document below:

      Detailed steps:

      1. Install the latest JIRA (6.3.15) with Service Desk (2.2.1) and Confluence (5.7) versions.
      2. Configure an Application Link with 2-Legged OAuth Authentication (2LOA) between the applications.
      3. Create a Service Desk and link it to a Confluence Space.
      4. Create a KB article on the Confluence space.
      5. Log out of both applications and access the customer portal.
      6. After performing a search, the relevant KB articles titles are displayed:
      7. Clicking on the relevant article will open a pop-up asking for the user to log into Confluence to browse the KB Article.

      Having to login into Confluence to browse the article details defeats the purpose of setting up an Application Link for authentication.

      Steps to Replicate on Jira Software:

      1) Create application link from Confluence to Jira Software

      2) Link Confluence space to a particular project in Jira as per the guide below:
      https://confluence.atlassian.com/jirasoftwarecloud/blog/2017/03/linking-confluence-spaces-to-jira-software-projects

      3) In an article residing in that space - add a link to a Jira Issue

      4) Log Out from Confluence

      5) In JIRA, open the issue referenced in Confluence at  step 3 above, locate the link to the Confluence page and open it. Jira will prompt user to enter Confluence credentials.

      Note:

      The fix for this problem is released with Jira service desk 4.6.0 and confluence 7.1

      To resolve this issue, please upgrade Jira service desk to version 4.6.0 or higher and Confluence to version 7.1 or higher

      Jira Service Desk 4.6.0 was released on 17 December 2019 and Confluence 7.1 was released on 4 November 2019.

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            [JSDSERVER-1551] You need to log in to Confluence to view Knowledge Base articles

            Link to PSR-746

            Marcio Ribeiro (Inactive) added a comment - Link to PSR-746

            Hi be913a391036 ,

            Crowd is not a requirement to make this feature work.

            If the two applications (Jira Service Desk and Confluence) are linked using Oauth with impersonation customers should be able to view knowledge base articles without logging in. 
            Steps to link Jira service desk and Confluence remain same - https://confluence.atlassian.com/servicedeskserver/set-up-a-knowledge-base-for-self-service-956713310.html#Setupaknowledgebaseforself-service-trueapplink_confluence.png503.LinkJiraServiceDesktoConfluence 

            Thanks,

            Kunal Kanojia added a comment - Hi be913a391036  , Crowd is not a requirement to make this feature work. If the two applications (Jira Service Desk and Confluence) are linked using Oauth with impersonation customers should be able to view knowledge base articles without logging in.  Steps to link Jira service desk and Confluence remain same -  https://confluence.atlassian.com/servicedeskserver/set-up-a-knowledge-base-for-self-service-956713310.html#Setupaknowledgebaseforself-service-trueapplink_confluence.png503.LinkJiraServiceDesktoConfluence   Thanks,

            Steve H added a comment - - edited

            I'm unclear whether this solution still requires you to set up a central user repository for Jira Service Desk and Confluence (e.g. Crowd https://confluence.atlassian.com/doc/connecting-to-crowd-or-jira-for-user-management-229838465.html ) 

            The latest Bug fix article https://community.atlassian.com/t5/Data-Center-articles/February-update-the-latest-bug-fixes-product-improvements-and/ba-p/1293614?utm_source=newsletter-email&utm_medium=email&utm_campaign=bug-fix-february-2020_EML-6275&jobid=104537380&subid=1462552408 says "a Confluence log-in is no longer needed to view knowledge base articles", which makes me think maybe we don't need to have Crowd. These bug fix notes me think maybe we still need Crowd (if confluence is not anonymous) but you now don't need to log in twice.

            Does anyone know if Crowd is still required?

            Steve H added a comment - - edited I'm unclear whether this solution still requires you to set up a central user repository for Jira Service Desk and Confluence (e.g. Crowd  https://confluence.atlassian.com/doc/connecting-to-crowd-or-jira-for-user-management-229838465.html  )  The latest Bug fix article  https://community.atlassian.com/t5/Data-Center-articles/February-update-the-latest-bug-fixes-product-improvements-and/ba-p/1293614?utm_source=newsletter-email&utm_medium=email&utm_campaign=bug-fix-february-2020_EML-6275&jobid=104537380&subid=1462552408  says "a Confluence log-in is no longer needed to view knowledge base articles", which makes me think maybe we don't need to have Crowd. These bug fix notes me think maybe we still need Crowd (if confluence is not anonymous) but you now don't need to log in twice. Does anyone know if Crowd is still required?

            We wasted 12 hours trying to resolve this issue, raised two support requests with Atlassian Support, those requests refer to this "bug report".

            The fact that Atlassian did not notify us (and many others) that this feature was fixed is AMAZING.

            I did not even see this mentioned in the RELEASE NOTES which is where it should be listed prominently.

            And yes, the Jira Service Desk release notes are completely useless.

            Yes, good work on fixing this bug. Bit of a massive fail on communicating the fix.

            Justin Freeman added a comment - We wasted 12 hours trying to resolve this issue, raised two support requests with Atlassian Support, those requests refer to this "bug report". The fact that Atlassian did not notify us (and many others) that this feature was fixed is AMAZING. I did not even see this mentioned in the RELEASE NOTES which is where it should be listed prominently. And yes, the Jira Service Desk release notes are completely useless. Yes, good work on fixing this bug. Bit of a massive fail on communicating the fix.

            Hi Kunal, thanks a lot for telling this.

            Why is there no way of knowing this from the ticket ?

            No link to an existing Confluence Server ticket, nothing mentioned in the description...

            Work half done here, tickets shouldn't be closed like this

            Vincent Kopa (Ovyka) added a comment - Hi Kunal, thanks a lot for telling this. Why is there no way of knowing this from the ticket ? No link to an existing Confluence Server ticket, nothing mentioned in the description... Work half done here, tickets shouldn't be closed like this

            The fix for this problem is released with Jira service desk 4.6.0 and confluence 7.1

            To resolve this issue, please upgrade Jira service desk to version 4.6.0 or higher and Confluence to version 7.1 or higher

            Jira Service Desk 4.6.0 was released on 17 December 2019 and Confluence 7.1 was released on 4 November 2019.

            Kunal Kanojia added a comment - The fix for this problem is released with Jira service desk 4.6.0 and confluence 7.1 To resolve this issue, please upgrade Jira service desk to version 4.6.0 or higher and Confluence to version 7.1 or higher Jira Service Desk 4.6.0 was released on 17 December 2019 and Confluence 7.1 was released on 4 November 2019.

            Looking for a release date as well. 

             

            Thanks, 

            Cameron

            Cameron Salhany added a comment - Looking for a release date as well.    Thanks,  Cameron

            Hi,

            Could we have a release date please ?

            Best regards
            David

            Deleted Account (Inactive) added a comment - Hi, Could we have a release date please ? Best regards David

            Heiko Gerlach added a comment - - edited

            Hi Atlassian,

            me and my customers are waiting for it, I think waiting for 4 years should be more than enough. Please let us know the release date.

            Thanks
            Heiko

            Heiko Gerlach added a comment - - edited Hi Atlassian, me and my customers are waiting for it, I think waiting for 4 years should be more than enough. Please let us know the release date. Thanks Heiko

            Is there an anticipated release date for Service Desk 4.6.0? We have a customer who would like to take advantage of this feature, so we'd like to provide them a rough timeline. 

            Anja Brkljacic added a comment - Is there an anticipated release date for Service Desk 4.6.0? We have a customer who would like to take advantage of this feature, so we'd like to provide them a rough timeline. 

              kkanojia Kunal Kanojia
              dconrad Danilo Conrad
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                Created:
                Updated:
                Resolved: