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  1. Jira Service Management Data Center
  2. JSDSERVER-3466

Confluence KB Page Links viewable in the Customer Portal

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Knowledge Base
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    • 1
    • 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 Desk Server. Using JIRA Service Desk Cloud? 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.

      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.

          Form Name

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

            Charlie Marriott added a comment -
            Atlassian Update – 11 Jan 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 11 Jan 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            shihab added a comment -

            Thanks for the suggestion!

            We are looking into how we can make the "share with customer" process easier for agents so that they can also quickly search, preview and link articles to the customer.

            We'll update this issue once we have something to share.

            shihab added a comment - Thanks for the suggestion! We are looking into how we can make the "share with customer" process easier for agents so that they can also quickly search, preview and link articles to the customer. We'll update this issue once we have something to share.

              Unassigned Unassigned
              kgrier kitkat (Inactive)
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              2 Vote for this issue
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                Created:
                Updated:
                Resolved: