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Suggestion
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Resolution: Low Engagement
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Definition
After Service Desk 3.1 where there is no need for users to have a license in Confluence to be able to access the Confluence Knowledge Base through Service Desk, there's a few restrictions to accomplish that:
- Have the same user base in both JSD & Confluence. You can accomplish this by using JIRA as a user directory for Confluence or by having JIRA Service Desk and Confluence use Crowd to share a user base.
- Manually create a user in Confluence for every customer in JSD that will need access to the Knowledge Base. You can create a "customer" account in Confluence by not assigning it to a group. This will not count against your Confluence license.
Suggested Solution
Add a specific permission on Confluence to allow Service Desk customers to search KB articles without a Confluence license.
Why this is important
Since SDS can be fulfilled with new customers frequently, it can be a massive task to create customers account on the Confluence side just to provide them the ability to access KB articles through Service Desk
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- Closed
| Form Name | |||||||||||
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[JSDSERVER-4942] Allow SDS customers to search for Confluence's KB articles without the same user base
We are facing the same issue.
We have an extremely large customer base for our Jira Service Desk (~50.000) who all needs to authenticate to access their relevant Service Desk(s).
So a Delegated Ldap user directory is used for this.
But this means that a user who logs into Jira Service Desk only exists in Jira. So they also have to log into Confluence, an application most of these customers do not even know exist, and get denied access to Confluence, since they do not have permission to authenticate here.
Please allow Jira Service Desk so customers can search the KB without the user gets created in Confluence
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,
Charlie
Jira Service Management, Server & Data Center