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  1. Jira Service Management Data Center
  2. JSDSERVER-3751

Allow ability to seamlessly view a KB from inside Service Desk without requiring a login for Confluence

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    • Resolution: Duplicate
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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 Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      What is the problem?

      Users who are logged in to Service Desk are able to see KB search results through the Customer Portal, but are forced to log in to Confluence to see the full article.
      This is counterintuitive to customers because they feel that if they can see the search results they are already authenticated.
      Once customers sign in once with their credentials they are able to view articles.

      Who experiences this problem?

      This problem exists only in Server (Server/Server or Server/Cloud - if that is a thing).
      One of the reporting customers is using JIRA User Directory for their shared user base which does not support SSO.
      This is not a problem for Cloud/Cloud instances as they have a shared user base and SSO.
      This is also not a problem if the customer is using Crowd and the JSD and Confluence instances have the same domain as this supports SSO.

      Why does this happen?

      Searching and viewing use different auth contexts.
      Search uses impersonation to fetch and return the search results from a Confluence endpoint.
      This requires impersonation to be setup through the Applinks which is what the customer has done.
      Viewing an article renders an iframe in the page from the Confluence domain which is why it requires further authentication (to get a Confluence session ID).

      How do we solve it?

      Remove the redirection to Confluence by bringing the login prompt into Service Desk in the modal dialog which currently links to Confluence.

            [JSDSERVER-3751] Allow ability to seamlessly view a KB from inside Service Desk without requiring a login for Confluence

            Closing the ticket as this will not be needed after JSDSERVER-1551 is shipped.

            Kunal Kanojia added a comment - Closing the ticket as this will not be needed after JSDSERVER-1551 is shipped.

            Dmitrii, this is an excellent work around for this issue! Applied this to my instance and it's working seamlessly. Thanks for taking your time to write this up!

            Dan Schreiber added a comment - Dmitrii, this is an excellent work around for this issue! Applied this to my instance and it's working seamlessly. Thanks for taking your time to write this up!

            You can solve this problem with App SAML Single Sign-On by Re:Solution - 

            1. You would need to put an additional URL in the Force SSO URLs list in your Confluence SAML SSO configuration, and that would trigger the SSO in the background so users won't be asked for authentication again.

            In your Confluence instance, navigate to the SAML Single Sign-On configuration page >
            Redirection > scroll down to the
            Advanced Redirection Controls section > add the following URL to the
            Force SSO URLs list:

            /plugins/servlet/remotepageview.*

             

            2. You would need to enable the SSO Redirect in your Confluence instance. In order to enable it, please navigate to the SAML Single Sign On configuration page > Redirection > under Login section, tick the checkbox Enable SSO Redirect.

            Dmitrii Abramov added a comment - You can solve this problem with App SAML Single Sign-On by Re:Solution -  1. You would need to put an additional URL in the  Force SSO URLs  list in your Confluence SAML SSO configuration, and that would trigger the SSO in the background so users won't be asked for authentication again. In your Confluence instance, navigate to the  SAML Single Sign-On  configuration page > Redirection  > scroll down to the Advanced Redirection Controls  section > add the following URL to the Force SSO URLs  list: /plugins/servlet/remotepageview.*   2. You would need to enable the SSO Redirect in your Confluence instance. In order to enable it, please navigate to the  SAML Single Sign On  configuration page >  Redirection  > under  Login  section, tick the checkbox  Enable SSO Redirect .

            jshippy added a comment -

            We're evaluating Jira Service Desk as a replacement for our current ticketing solution. Exposing the knowledge base to the customer sounds really nice until you actually test it out. The promise in the videos doesn't quite match the actual experience, and that might cause the people controlling the purse strings to look elsewhere :\

            jshippy added a comment - We're evaluating Jira Service Desk as a replacement for our current ticketing solution. Exposing the knowledge base to the customer sounds really nice until you actually test it out. The promise in the videos doesn't quite match the actual experience, and that might cause the people controlling the purse strings to look elsewhere :\

            We too need a solution for this issue. Any updates?

            Reshma Pendse added a comment - We too need a solution for this issue. Any updates?

            Very good point Peter Sheilds.

            For our company, 2343 customers experience this bug whenever they interact with our Atlassian Service Desk.

            Atlassian's branding is all over the pages they see and so there is no hiding who is responsible for such a poor user experience.

            Many of these customers are evaluating Service Desk solutions and this experience directly affects their evaluation and procurement process.

            This problem was reported in 2016, still not addressed.

            Justin Freeman added a comment - Very good point Peter Sheilds. For our company,  2343  customers experience this bug whenever they interact with our Atlassian Service Desk. Atlassian's branding is all over the pages they see and so there is no hiding who is responsible for such a poor user experience. Many of these customers are evaluating Service Desk solutions and this experience directly affects their evaluation and procurement process. This problem was reported in 2016, still not addressed.

            Mike S added a comment -

            I feel like an idiot telling my users they have to log in after logging in to get help with their IT problems.... 

            Mike S added a comment - I feel like an idiot telling my users they have to log in after logging in to get help with their IT problems.... 

            Any and all problems relating to the customer portal side if Jira Service Desk should have a much higher priority within Atlassian than regular issues since there are many more 'customers of your customers' being exposed to these problems.  Those customers or potential future customers of Atlassian and if they have a poor experience when using a customer portal provided by Atlassian, they are unlilkey to want to invest in Atlassian solutions for their organisation.

            Take the 32 people who have voted for this issue already.  If each of those people work for an organisation with say an average of 50 different companies registered on their customer portal, then this problem being experienced by 1600 different companies.

            Surely this is something worth fixing?

            Peter Shields added a comment - Any and all problems relating to the customer portal side if Jira Service Desk should have a much higher priority within Atlassian than regular issues since there are many more 'customers of your customers' being exposed to these problems.  Those customers or potential future customers of Atlassian and if they have a poor experience when using a customer portal provided by Atlassian, they are unlilkey to want to invest in Atlassian solutions for their organisation. Take the 32 people who have voted for this issue already.  If each of those people work for an organisation with say an average of 50 different companies registered on their customer portal, then this problem being experienced by 1600 different companies. Surely this is something worth fixing?

            It should really be JSDSERVER-1551 that is solved, making this irrelevant.

            Josh Steckler added a comment - It should really be JSDSERVER-1551 that is solved, making this irrelevant.

            Can we somehow push this issue a bit? It seems it doesn't get enough attention.

            Markus Raab added a comment - Can we somehow push this issue a bit? It seems it doesn't get enough attention.

              Unassigned Unassigned
              mwinsen Marty
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