• 0
    • 26
    • 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.

      Atlassian Update – 19 Mar 2021

      Hi everyone,

      Thank you for your interest in this issue.

      In JSD 4.12 we shipped a new way of integrating JSM Server with Confluence Cloud. You can read all about how to set up a knowledge base with Confluence Cloud in our documentation.

      Please note that we're currently looking into a related configuration issue where Knowledge Base articles can't be opened in the customer portal if Confluence Cloud is not configured with anonymous access, which you can track at JSDS-7175.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Response 15 March 2017

      Hi all,

      Thanks for your responses.

      We understand that this is a significant change for some of you. As part of making authentication and single sign-on easier across Atlassian products we have consolidated product access through Atlassian account (https://confluence.atlassian.com/cloud/atlassian-account-for-users-873871199.html). This means that access to our products outside the customer portal requires an Atlassian account.

      Customers can still search for KB articles, view articles, bookmark articles and so on using the customer portal. This does not require an Atlassian account as it's done through the customer portal.

      If you need your customers to directly access Confluence to browse through KB articles, you can either:

      1. Make your space anonymous-accessible. This will mean that anyone will be able to browse your KB articles without needing to log in. If you are experiencing issues as described in CONF-30161 then please make sure you have linked your space to a JIRA Service Desk project via Project Settings â†’ Knowledge Base as this fixes the problem.
      2. If you do not want to make your space anonymous accessible, ie. you want customers to explicitly log in before they can see Confluence, then you must convert your customer user accounts to Atlassian accounts. You can convert them yourself using the instructions on https://confluence.atlassian.com/cloud/select-the-right-account-for-your-jira-service-desk-customers-873871210.html or you can file a support ticket and our support can bulk migrate your customer accounts to Atlassian accounts. Having an Atlassian account does not consume a license.

       

      JIRA Service Desk Team

       

      Response 13 March 2017

      Hi all,

      This is expected behavior. Updating our accounts meant we had to shuffle things around a bit.

      Your agents have a single account for all your Cloud products. But, your customers are special. They may not recognize Atlassian and we don't want to confuse them.

      To keep your organization's branding on your help desk articles, we recommend sharing knowledge base links to your customers via the customer portal. Your customers can search for and read help articles in the portal, without needing to learn Confluence, and they don't leave your help desk experience.

      Your agents can link customers to this view, and avoid linking them to Confluence. To provide a portal view of articles to your customers in an issue comment:

      • View the customer issue.
      • Under Related knowledge base articles, select the article to share or select Search knowledge base.
      • Preview the article and select Share as comment.

      If you want your customers to browse all of your Confluence space, we recommend migrating them to Atlassian account. If you migrate them, they can log into your Confluence space, browse the page tree, and read articles. But, they will need to learn what Atlassian is and use our log in and account management screens. We don't recommend this for teams who serve external customers. Learn how to migrate customers to Atlassian account.

      Another potential workaround is to open your Confluence space for anonymous view access, this will allow any user to view your Confluence knowledge base space without logging in. Learn how to enable anonymous access to a Confluence space.

      • JIRA Service Desk Team

      Summary

      Portal users cannot access knowledge base on a cloud instance that authenticates via https://id.atlassian.com.

      Environment

      Steps to Reproduce

      • On an instance with SSO enabled (id.atlassian.com), create a service desk project linked with a Confluence knowledge base.
      • Enable unlicensed access : Project Settings > Knowledge base > All active users and customers can access the knowledge base without a Confluence license.
      • Create a portal only user via the Customers page in the Service Desk project.
      • Let the portal only user log in the portal.
      • Access the direct link to the knowledge base article (ie https://<instance>.atlassian.net/wiki/display/SK/KP_Page).

      Expected Results

      Portal only user should be able to open the page.

      Actual Results

      Portal only user will be requested to authentic via SSO (id.atlassian.com). Login will either fail or reply with a permission error :

      Your account doesn't have access
      Looks like you don't have access to this site. If you think you should have access, contact your administrator.
      If you would like to use a different email address on this site you can switch accounts.
      

      Notes

      Workaround

      Share the knowledge articles as comments in the service desk ticket.

      On the Service Desk agent interface :

      • Access the ticket : https://<instancename>.atlassian.net/browse/<TicketID>.
      • Click on an article under Related knowledge base articles or click on Search for Knowledge Base to search for an article.

      • Click "Share as a Comment"

      On the Service Desk portal user interface :

      • The link will be displayed in the comment.
      • Click on the link and a view of the article will be shown within Service Desk.

            [JSDSERVER-4901] Portal users cannot access the knowledge base

            Charlie Marriott made changes -
            Description Original: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4901].
              {panel}

            +underlined text+{panel:title=Response 15 March 2017}
            Hi all,

            Thanks for your responses.

            We understand that this is a significant change for some of you. As part of making authentication and single sign-on easier across Atlassian products we have consolidated product access through Atlassian account ([https://confluence.atlassian.com/cloud/atlassian-account-for-users-873871199.html]). This means that access to our products outside the customer portal requires an Atlassian account.

            Customers can still search for KB articles, view articles, bookmark articles and so on using the customer portal. This does not require an Atlassian account as it's done through the customer portal.

            If you need your customers to *directly* access Confluence to browse through KB articles, you can either:
             # Make your space anonymous-accessible. This will mean that anyone will be able to browse your KB articles without needing to log in. If you are experiencing issues as described in CONF-30161 then please make sure you have linked your space to a JIRA Service Desk project via Project Settings â†’ Knowledge Base as this fixes the problem.
             # If you do not want to make your space anonymous accessible, ie. you want customers to explicitly log in before they can see Confluence, then you must convert your customer user accounts to Atlassian accounts. You can convert them yourself using the instructions on [https://confluence.atlassian.com/cloud/select-the-right-account-for-your-jira-service-desk-customers-873871210.html] or you can file a support ticket and our support can bulk migrate your customer accounts to Atlassian accounts. Having an Atlassian account does not consume a license.

             

            JIRA Service Desk Team
            {panel}
            h3.  
            {panel:title=Response 13 March 2017}
            Hi all,

            This is expected behavior. Updating our accounts meant we had to shuffle things around a bit.

            Your agents have a single account for all your Cloud products. But, your customers are special. They may not recognize Atlassian and we don't want to confuse them.

            To keep your organization's branding on your help desk articles, we recommend sharing knowledge base links to your customers via the customer portal. Your customers can search for and read help articles in the portal, without needing to learn Confluence, and they don't leave your help desk experience.

            Your agents can link customers to this view, and avoid linking them to Confluence. To provide a portal view of articles to your customers in an issue comment:
             * View the customer issue.
             * Under Related knowledge base articles, select the article to share or select Search knowledge base.
             * Preview the article and select Share as comment.

            If you want your customers to browse all of your Confluence space, we recommend migrating them to Atlassian account. If you migrate them, they can log into your Confluence space, browse the page tree, and read articles. But, they will need to learn what Atlassian is and use our log in and account management screens. We don't recommend this for teams who serve external customers. [Learn how to migrate customers to Atlassian account|https://confluence.atlassian.com/cloud/select-the-right-account-for-your-jira-service-desk-customers-873871210.html].

            Another potential workaround is to open your Confluence space for anonymous view access, this will allow any user to view your Confluence knowledge base space without logging in. [Learn how to enable anonymous access to a Confluence space|https://confluence.atlassian.com/confkb/how-to-give-non-confluence-users-access-to-a-space-779166002.html].
             - JIRA Service Desk Team{panel}
            h3. Summary

            Portal users cannot access knowledge base on a cloud instance that authenticates via [https://id.atlassian.com|https://id.atlassian.com/].
            h3. Environment
            h3. Steps to Reproduce
             - On an instance with SSO enabled (id.atlassian.com), create a service desk project linked with a Confluence knowledge base.
             - Enable unlicensed access : *Project Settings > Knowledge base > All active users and customers can access the knowledge base without a Confluence license.*
             - Create a portal only user via the Customers page in the Service Desk project.
             - Let the portal only user log in the portal.
             - Access the direct link to the knowledge base article (ie https://&lt;instance&gt;.atlassian.net/wiki/display/SK/KP_Page).

            h3. Expected Results

            Portal only user should be able to open the page.
            h3. Actual Results

            Portal only user will be requested to authentic via SSO (id.atlassian.com). Login will either fail or reply with a permission error :
            {noformat}
            Your account doesn't have access
            Looks like you don't have access to this site. If you think you should have access, contact your administrator.
            If you would like to use a different email address on this site you can switch accounts.
            {noformat}
            h3. Notes
            h3. Workaround

            Share the knowledge articles as comments in the service desk ticket.

            *On the Service Desk agent interface* :
             - Access the ticket : https://&lt;instancename&gt;.atlassian.net/browse/&lt;TicketID>.
             - Click on an article under *Related knowledge base articles* or click on *Search for Knowledge Base* to search for an article.

            !kb articles.png|thumbnail!
             - Click "Share as a Comment"

            !share as comment.png|thumbnail!

            *On the Service Desk portal user interface* :
             - The link will be displayed in the comment.
             - Click on the link and a view of the article will be shown within Service Desk.

            !portal user view.png|thumbnail!
            New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4901].
              {panel}

            {panel:title=Atlassian Update – 19 Mar 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff}
            Hi everyone,

            Thank you for your interest in this issue.

            In [JSD 4.12|https://confluence.atlassian.com/servicemanagement/jira-service-desk-4-12-x-release-notes-1019396559.html#JiraServiceDesk4.12.xreleasenotes-confluence] we shipped a new way of integrating JSM Server with Confluence Cloud. You can read all about how to [set up a knowledge base with Confluence Cloud|https://confluence.atlassian.com/servicemanagementserver/set-up-a-knowledge-base-with-confluence-cloud-1018775526.html] in our documentation.

            Please note that we're currently looking into a related configuration issue where Knowledge Base articles can't be opened in the customer portal if Confluence Cloud is not configured with anonymous access, which you can track at [JSDS-7175|https://jira.atlassian.com/browse/JSDSERVER-7175].

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center
            {panel}

            {panel:title=Response 15 March 2017}
            Hi all,

            Thanks for your responses.

            We understand that this is a significant change for some of you. As part of making authentication and single sign-on easier across Atlassian products we have consolidated product access through Atlassian account ([https://confluence.atlassian.com/cloud/atlassian-account-for-users-873871199.html]). This means that access to our products outside the customer portal requires an Atlassian account.

            Customers can still search for KB articles, view articles, bookmark articles and so on using the customer portal. This does not require an Atlassian account as it's done through the customer portal.

            If you need your customers to *directly* access Confluence to browse through KB articles, you can either:
             # Make your space anonymous-accessible. This will mean that anyone will be able to browse your KB articles without needing to log in. If you are experiencing issues as described in CONF-30161 then please make sure you have linked your space to a JIRA Service Desk project via Project Settings â†’ Knowledge Base as this fixes the problem.
             # If you do not want to make your space anonymous accessible, ie. you want customers to explicitly log in before they can see Confluence, then you must convert your customer user accounts to Atlassian accounts. You can convert them yourself using the instructions on [https://confluence.atlassian.com/cloud/select-the-right-account-for-your-jira-service-desk-customers-873871210.html] or you can file a support ticket and our support can bulk migrate your customer accounts to Atlassian accounts. Having an Atlassian account does not consume a license.

             

            JIRA Service Desk Team
            {panel}
            h3.  
            {panel:title=Response 13 March 2017}
            Hi all,

            This is expected behavior. Updating our accounts meant we had to shuffle things around a bit.

            Your agents have a single account for all your Cloud products. But, your customers are special. They may not recognize Atlassian and we don't want to confuse them.

            To keep your organization's branding on your help desk articles, we recommend sharing knowledge base links to your customers via the customer portal. Your customers can search for and read help articles in the portal, without needing to learn Confluence, and they don't leave your help desk experience.

            Your agents can link customers to this view, and avoid linking them to Confluence. To provide a portal view of articles to your customers in an issue comment:
             * View the customer issue.
             * Under Related knowledge base articles, select the article to share or select Search knowledge base.
             * Preview the article and select Share as comment.

            If you want your customers to browse all of your Confluence space, we recommend migrating them to Atlassian account. If you migrate them, they can log into your Confluence space, browse the page tree, and read articles. But, they will need to learn what Atlassian is and use our log in and account management screens. We don't recommend this for teams who serve external customers. [Learn how to migrate customers to Atlassian account|https://confluence.atlassian.com/cloud/select-the-right-account-for-your-jira-service-desk-customers-873871210.html].

            Another potential workaround is to open your Confluence space for anonymous view access, this will allow any user to view your Confluence knowledge base space without logging in. [Learn how to enable anonymous access to a Confluence space|https://confluence.atlassian.com/confkb/how-to-give-non-confluence-users-access-to-a-space-779166002.html].
             - JIRA Service Desk Team{panel}
            h3. Summary

            Portal users cannot access knowledge base on a cloud instance that authenticates via [https://id.atlassian.com|https://id.atlassian.com/].
            h3. Environment
            h3. Steps to Reproduce
             - On an instance with SSO enabled (id.atlassian.com), create a service desk project linked with a Confluence knowledge base.
             - Enable unlicensed access : *Project Settings > Knowledge base > All active users and customers can access the knowledge base without a Confluence license.*
             - Create a portal only user via the Customers page in the Service Desk project.
             - Let the portal only user log in the portal.
             - Access the direct link to the knowledge base article (ie https://&lt;instance&gt;.atlassian.net/wiki/display/SK/KP_Page).

            h3. Expected Results

            Portal only user should be able to open the page.
            h3. Actual Results

            Portal only user will be requested to authentic via SSO (id.atlassian.com). Login will either fail or reply with a permission error :
            {noformat}
            Your account doesn't have access
            Looks like you don't have access to this site. If you think you should have access, contact your administrator.
            If you would like to use a different email address on this site you can switch accounts.
            {noformat}
            h3. Notes
            h3. Workaround

            Share the knowledge articles as comments in the service desk ticket.

            *On the Service Desk agent interface* :
             - Access the ticket : https://&lt;instancename&gt;.atlassian.net/browse/&lt;TicketID>.
             - Click on an article under *Related knowledge base articles* or click on *Search for Knowledge Base* to search for an article.

            !kb articles.png|thumbnail!
             - Click "Share as a Comment"

            !share as comment.png|thumbnail!

            *On the Service Desk portal user interface* :
             - The link will be displayed in the comment.
             - Click on the link and a view of the article will be shown within Service Desk.

            !portal user view.png|thumbnail!
            Charlie Marriott made changes -
            Fix Version/s New: 4.12.0 [ 92197 ]
            Resolution New: Fixed [ 1 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Link New: This issue relates to JSDSERVER-7175 [ JSDSERVER-7175 ]

            Atlassian Update – 19 Mar 2021

            Hi everyone,

            Thank you for your interest in this issue.

            In JSD 4.12 we shipped a new way of integrating JSM Server with Confluence Cloud. You can read all about how to set up a knowledge base with Confluence Cloud in our documentation.

            Please note that we're currently looking into a related configuration issue where Knowledge Base articles can't be opened in the customer portal if Confluence Cloud is not configured with anonymous access, which you can track at JSDS-7175.

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 19 Mar 2021 Hi everyone, Thank you for your interest in this issue. In JSD 4.12 we shipped a new way of integrating JSM Server with Confluence Cloud. You can read all about how to set up a knowledge base with Confluence Cloud in our documentation. Please note that we're currently looking into a related configuration issue where Knowledge Base articles can't be opened in the customer portal if Confluence Cloud is not configured with anonymous access, which you can track at JSDS-7175 . Kind regards, Charlie Jira Service Management, Server & Data Center
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0
            Bartosz Ornatowski made changes -
            Link New: This issue is incorporated by JSDSERVER-7175 [ JSDSERVER-7175 ]
            SET Analytics Bot made changes -
            UIS Original: 0 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0
            Anderson made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 466536 ]
            SET Analytics Bot made changes -
            UIS Original: 3 New: 1

              Unassigned Unassigned
              rmacalinao Ramon M
              Votes:
              53 Vote for this issue
              Watchers:
              54 Start watching this issue

                Created:
                Updated:
                Resolved: