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  1. Jira Service Management Data Center
  2. JSDSERVER-170

As an administrator I want to be able to link to multiple Confluence Spaces

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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.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Atlassian Update – 31 July 2023

      Hi everyone,

      This feature will be released in 5.11!
      We’re introducing the ability to link more than one knowledge base space to a single service project. This feature will improve your customer service experience and reduce request turnaround times, as agents and customers can access a wider range of articles for self-service.

      Project admins will be able to link multiple spaces from the same Confluence instance, and agents can choose the appropriate space when they create new articles. We’re also making some UI changes to the agent view to enhance the knowledge base search and article creation experience.

      Kind Regards,

      Lucy Devine

      Jira Service Management, Data Center

      Problem Definition

      Sometimes there may be existing Confluence Spaces that already contain Knowledge Base data. Having the ability to link a single Jira Service Management project to these spaces would be better, since that would require less Space and Page re-arranging. Not changing the pre-existing Knowledge Base environment would be less troubling for Customers as well.

      Suggested Solution

      Have Jira Service Management be able to connect to multiple Confluence Spaces.

      Use cases
      • related knowledge is scattered among multiple Spaces;
      • a subset of knowledge needs to be shared among more Service Desks, but other topics are covered in specific Spaces.

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            [JSDSERVER-170] As an administrator I want to be able to link to multiple Confluence Spaces

            Lucy Devine added a comment -
            Atlassian Update – 31 July 2023

            Hi everyone,

            This feature will be released in 5.11!
            We’re introducing the ability to link more than one knowledge base space to a single service project. This feature will improve your customer service experience and reduce request turnaround times, as agents and customers can access a wider range of articles for self-service.

            Project admins will be able to link multiple spaces from the same Confluence instance, and agents can choose the appropriate space when they create new articles. We’re also making some UI changes to the agent view to enhance the knowledge base search and article creation experience.

            Kind Regards,

            Lucy Devine

            Jira Service Management, Data Center

            Lucy Devine added a comment - Atlassian Update – 31 July 2023 Hi everyone, This feature will be released in 5.11! We’re introducing the ability to link more than one knowledge base space to a single service project. This feature will improve your customer service experience and reduce request turnaround times, as agents and customers can access a wider range of articles for self-service. Project admins will be able to link multiple spaces from the same Confluence instance, and agents can choose the appropriate space when they create new articles. We’re also making some UI changes to the agent view to enhance the knowledge base search and article creation experience. Kind Regards, Lucy Devine Jira Service Management, Data Center

            Sylvain Leduc added a comment -

            Hi,

            This addon was recently archived https://www.anovaapps.com/multi-space-knowledge-base-searcher/#content but he was doing this job.

            Do you know another addon that could do the same please ?

            Regards.

            Sylvain Leduc added a comment - Hi, This addon was recently archived https://www.anovaapps.com/multi-space-knowledge-base-searcher/#content but he was doing this job. Do you know another addon that could do the same please ? Regards.

            Lucy Devine added a comment -
            Atlassian Update – 14 June 2023

            Hi everyone,

            We are excited to let you know that we are working on this highly requested feature. We are looking to release within Q3-4 2023 (calendar year).

            More updates are to come as we continue progressing.

            Kind Regards,

            Lucy Devine

            Jira Service Management, Data Center

            Lucy Devine added a comment - Atlassian Update – 14 June 2023 Hi everyone, We are excited to let you know that we are working on this highly requested feature. We are looking to release within Q3-4 2023 (calendar year). More updates are to come as we continue progressing. Kind Regards, Lucy Devine Jira Service Management, Data Center

            Jochem Berends added a comment -
            • Spaces should be linkable with a servicedesk ACROSS different organization.
            • we use a different organization with a confluence knowledge base for our webproduct that is set to public.
              • this because we do want to prevent mixing rights in the same confluence organisation and prevent internal people from posting or exposing information to the public without their knowing. (separation of concerns)
            • we have a big problem of using the 'suggestion features' in the service desk portal for our users to guide them to knowledge base articles without the ability to connect the knowledge base from the 'knowledge base confluence organisation' to the servicedesk.
            • the servicedesk is heavily integration into production Jira projects and boards and sprints such that moving the servicedesk to the knowledge base organisation is undesirable.

            Jochem Berends added a comment - Spaces should be linkable with a servicedesk ACROSS different organization. we use a different organization with a confluence knowledge base for our webproduct that is set to public. this because we do want to prevent mixing rights in the same confluence organisation and prevent internal people from posting or exposing information to the public without their knowing. (separation of concerns) we have a big problem of using the 'suggestion features' in the service desk portal for our users to guide them to knowledge base articles without the ability to connect the knowledge base from the 'knowledge base confluence organisation' to the servicedesk. the servicedesk is heavily integration into production Jira projects and boards and sprints such that moving the servicedesk to the knowledge base organisation is undesirable.

            Uli Mauersberg added a comment -
            Atlassian Update – 21 February 2023

            Hi

            We are currently user testing design exploration into linking multiple Confluence spaces and would love to hear your feedback.

            User testing can take up to 45-minutes to go through various ideas and look at possible solutions.

            If you are interested in being involved, please send me an email at umauersberg@atlassian.com. Referencing the ticket and letting me know your company, its size, and how you use Jira Service Management.

            I look forward to exploring solutions with you!

            Thanks
            Uli Mauersberg
            Jira Service Management, Data Center & Server

            Uli Mauersberg added a comment - Atlassian Update – 21 February 2023 Hi We are currently user testing design exploration into linking multiple Confluence spaces and would love to hear your feedback. User testing can take up to 45-minutes to go through various ideas and look at possible solutions. If you are interested in being involved, please send me an email at umauersberg@atlassian.com . Referencing the ticket and letting me know your company, its size, and how you use Jira Service Management. I look forward to exploring solutions with you! Thanks Uli Mauersberg Jira Service Management, Data Center & Server

            Christian Sprenger added a comment -

            I though this would be standard from the beginning.
            Surprised to read that it is not implemented.
            Definitely a +1, particularly to have different access levels to different knowledge.

            Christian Sprenger added a comment - I though this would be standard from the beginning. Surprised to read that it is not implemented. Definitely a +1, particularly to have different access levels to different knowledge.

            Todd Thomas added a comment -

            This is excellent news, and certainly a Christmas present I'll take. Being able to point to multiple spaces will really help with our KCS initiative and respond more quickly and easily to requests by having multiple sources of knowledge available and searchable, bringing a feature already available in Cloud into Data Center.

            Todd Thomas added a comment - This is excellent news, and certainly a Christmas present I'll take. Being able to point to multiple spaces will really help with our KCS initiative and respond more quickly and easily to requests by having multiple sources of knowledge available and searchable, bringing a feature already available in Cloud into Data Center.

            Charlie Marriott added a comment -
            Atlassian Update – 22 December 2022

            Hi everyone,

            We’re excited to let you know that we’re starting work on this suggestion. This will be added to our public roadmap in the new calendar year, with an indicative release in Q2 2023.

            This improvement will allow you to link multiple Confluence spaces together to create a comprehensive knowledge base and a unified searchable portal for your customers.

            Please continue to follow this ticket for further updates.

            Kind regards,

            Charlie Marriott

            Jira Service Management Data Center

            Charlie Marriott added a comment - Atlassian Update – 22 December 2022 Hi everyone, We’re excited to let you know that we’re starting work on this suggestion. This will be added to our public roadmap in the new calendar year, with an indicative release in Q2 2023. This improvement will allow you to link multiple Confluence spaces together to create a comprehensive knowledge base and a unified searchable portal for your customers. Please continue to follow this ticket for further updates. Kind regards, Charlie Marriott Jira Service Management Data Center

            Martin Jerga {TEMPEST} added a comment -

            It's a SHAME how Atlassian milks existing on-premise customers and the majority of investments go to CLOUD products. DC customers are now paying a lot of money, and you are not able to provide this basic feature one year after it's available in CLOUD JSM.

             

            Martin Jerga {TEMPEST} added a comment - It's a SHAME how Atlassian milks existing on-premise customers and the majority of investments go to CLOUD products. DC customers are now paying a lot of money, and you are not able to provide this basic feature one year after it's available in CLOUD JSM.  

            Tomasz Legutko added a comment -

            Hi, this is a must have for our company! We did evaluation on JSM Cloud environment where we could link multiple knowledge base spaces, then we decided on JSM Data Center and now during deployment finalization we stumble upon this missing feature. It was delivered to Cloud over a year ago, please move it to DC version as well, it's a blocker for us given how we designed our business processes for our customers basing our evaluation on this being available.

            Tomasz Legutko added a comment - Hi, this is a must have for our company! We did evaluation on JSM Cloud environment where we could link multiple knowledge base spaces, then we decided on JSM Data Center and now during deployment finalization we stumble upon this missing feature. It was delivered to Cloud over a year ago, please move it to DC version as well, it's a blocker for us given how we designed our business processes for our customers basing our evaluation on this being available.

              a8728c14549b Lucy Devine
              dwierzbicka Dobroslawa Wierzbicka (Inactive)
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