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  1. Jira Service Management Data Center
  2. JSDSERVER-5137

Knowledge Base articles do not scale properly on JSD mobile view in supported browsers

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • Knowledge Base
    • 0
    • 7
    • 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.

      Summary

      When accessing knowledge base articles JIRA Service Desk in the mobile view on a phone browser they do not scale appropriately to display the information on the Confluence KB page.

      Environment

      • Mobile view on a phone

      Steps to Reproduce

      1. Create a JSD project and configure it to serve customers with a knowledge base
      2. Access JSD on a supported mobile platform
      3. Use the What do you need help with? search bar to search for a known article
      4. Click on the result

      Expected Results

      You're able to view the full Confluence page and it is scaled appropriately within the JSD mobile view

      Actual Results

      The Confluence page only partially fits in the iframe and is not scaled in any way, resulting in only a portion of the page being displayed at a time

      Workaround

      There is no workaround at this time

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          Form Name

            [JSDSERVER-5137] Knowledge Base articles do not scale properly on JSD mobile view in supported browsers

            Sergio added a comment -

            Please move this to your bug queue.

            Sergio added a comment - Please move this to your bug queue.

            Annie Ioceva (Nemetschek Bulgaria) added a comment -

            Our customer moved away from Jira Service Desk UI - due to bad visualization.

            They created their own UI - for having a smooth experience for their end users.

            Annie Ioceva (Nemetschek Bulgaria) added a comment - Our customer moved away from Jira Service Desk UI - due to bad visualization. They created their own UI - for having a smooth experience for their end users.

            Yurii Zhatkin added a comment -

            We are experiencing the same issues. Our customers complain about this and it hurts our corporate image. Please resolve this issue !!

            Yurii Zhatkin added a comment - We are experiencing the same issues. Our customers complain about this and it hurts our corporate image. Please resolve this issue !!

            Annie Ioceva (Nemetschek Bulgaria) added a comment -

            The same problem. Our customer have a public JSD used via mobile phone with thousands of users.

            Please fix this!

             

            Annie Ioceva (Nemetschek Bulgaria) added a comment - The same problem. Our customer have a public JSD used via mobile phone with thousands of users. Please fix this!  

            Reapit Service Desk added a comment -

            Same issue exists for Jira Cloud as well and is very limiting as we actively moving clients to response application solutions

            Reapit Service Desk added a comment - Same issue exists for Jira Cloud as well and is very limiting as we actively moving clients to response application solutions

            Sonya Goldstein added a comment -

            Please move this to your bug queue.  We have thousands of users that we support and are pushing them to utilize our portal vs phone center to proactively provide solutions before they enter tickets.  If they are unable to access Knowledge base information properly via mobile app to support our mobile app products and refuse to USE the portal, it invalidates one of the key reasons we selected Jira Service desk as our new enterprise ticketing system.  

            Sonya Goldstein added a comment - Please move this to your bug queue.  We have thousands of users that we support and are pushing them to utilize our portal vs phone center to proactively provide solutions before they enter tickets.  If they are unable to access Knowledge base information properly via mobile app to support our mobile app products and refuse to USE the portal, it invalidates one of the key reasons we selected Jira Service desk as our new enterprise ticketing system.  

            Justin Alex Paramanandan added a comment - - edited

            I just had a demo of Service Desk with a client today. They are happy with the simplicity of the customer portal's UI and the way the knowledge base articles are rendered in the iframe from the portal. However, my client's customers primarily access the service desk from mobile (based on statistics over the past 3 years), and when I demoed this interface to them, the iframe that renders the knowledge base article is broken and the text contained within it is totally unreadable.

            This is a potential deal breaker for them, as they would like a better experience for their customers. Can this be updated as a bug rather than a suggestion instead? As pmila702317357 pointed out, we need help on this.

            Thanks, Atlassian.

            Justin Alex Paramanandan added a comment - - edited I just had a demo of Service Desk with a client today. They are happy with the simplicity of the customer portal's UI and the way the knowledge base articles are rendered in the iframe from the portal. However, my client's customers primarily access the service desk from mobile (based on statistics over the past 3 years), and when I demoed this interface to them, the iframe that renders the knowledge base article is broken and the text contained within it is totally unreadable. This is a potential deal breaker for them, as they would like a better experience for their customers. Can this be updated as a bug rather than a suggestion instead? As pmila702317357 pointed out, we need help on this. Thanks, Atlassian.

            Kristi added a comment -

            Can you please fix this. This is contributing to a horrible user experience. Thx

            Kristi added a comment - Can you please fix this. This is contributing to a horrible user experience. Thx

            pmila added a comment -

            I think this is not a suggestion, this is a bug. We need help with this.

            Thanks

            pmila added a comment - I think this is not a suggestion, this is a bug. We need help with this. Thanks

              Unassigned Unassigned
              rlouie Robert Louie
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              20 Start watching this issue

                Created:
                Updated: