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Suggestion
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Resolution: Unresolved
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None
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19
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17
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NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.
Problem Definition
As of now, the Knowledge Base articles from help center will be displayed in a new page with a smaller space to display the information when it's clicked. However, this may lose the content therefore impact the user experience.
Suggested Solution
- Use the full page to display the KB article
- Add an option to allow user to open it in Confluence.
This will also solve the problem with Confluence doesn't display the content on a different site (in iframe) due to the same-origin policy.
- is related to
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- Closed
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- Closed
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- Gathering Interest
- relates to
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- Closed
- links to
[JSDSERVER-3983] Improve knowledge base article readability with better space utilisation on the customer portal
+1.
I also second brad.r.taplin on this. It would be enough if the search results just opened in a new tab, and the user could just start browsing through the documentation.
I just voted for this, but would be happy if it just opened a new tab or browser window when one clicks a link in JSD search results.
With the plugin "Refined Theme for Jira Service Desk" it is possible to customize the knowledge base frame and to display a link to open an article in a new window, but it is very expensive just for this use, Please add this very basic feature to the JIRA Service Desk.
Seriously
There are multiple, years old issues monitoring this problem 
Just widen the damn frame, already?
Jira - what is your process for taking on new development? This is a real issue for end-users using the portal. What is the actual status of this? What does "gathering interest" mean?
Just voted for this. Would be really nice to have a full screen view for these items.
We like the way Service Desk helps our users find Confluence pages with related content but the limited functionality (when Confluence pages are opened in Service Desk) significantly degrades the user experience and the effectiveness of this feature. All of our users have Confluence accounts, therefore, we are also hoping for an "Open in Confluence" feature to be added in the future.
In the meantime we created a user macro (in Confluence) to provide this functionality. We called our user macro "open-in-confluence" and we created it using the following code (based on the Stackoverflow post by Mircea M):
## @noparams #if ($req.getRequestURL().toString().contains("/plugins/servlet/remotepageview")) <html> <a href="$action.getGlobalSettings().getBaseUrl()$content.getUrlPath()"> <button class="aui-button aui-button-primary" title="Open this page in Confluence for full functionality since some features don't work when viewed from within the Jira Service Desk plugin."> Open in Confluence </button> </a> </html> #end
This macro creates an "Open in Confluence" button with the link to the original page in Confluence. We didn't want the button to appear if the page was opened from within Confluence which is why the IF statement only creates the button if the request URL includes the text "/plugins/servlet/remotepageview" (indicating that the page was opened in Service Desk).
We added this macro to the top of every page in our knowledge base so now when Service Desk displays one of these pages, then the button appears at the top of the page and the user can click it jump to the original fully functional page in Confluence.
I'm sure there are other solutions (we haven't tried the pageinfo macro referenced above) but we thought we should share this option in case it helps anyone who is still trying to deal with this issue.
Users scroll down but only scroll down the website and not the embedded kb-article. Even if the users want to export the kb-article to PDF file or print the article its always incomplete. Please dont use an iframe-like displaying of kb-articles.