Is there any update avilable?

Relevant KB article https://confluence.atlassian.com/servicedeskcloud/serving-customers-with-a-knowledge-base-732528995.html

Hello there,

we want to use Jira Service Desk in our Company. We plan to create a separate Service Desk for every of our Customers. The integration with a Confluence KB is very important for us to provide some customer specific information with the customers.

So we planned to enable "All active users and all customers (they don't need a Confluence license)" for our service desks.
However it is essential that customers of a specific service desk are only allowed to access the information in of the associated service desk and NOT of all service desks configured in the same way.

So a customer of service desk A can access the confluence wiki of customer B if the url is known. This is inacceptable! In the past there was no way to limit the access of service desk customers to the ONLY the associated Confluence KB.

Has this behavior changed now?

regards
Hannes

Good news!

You can give the ability to JIRA Service Desk customers to view Confluence knowledge base articles - without needing to make the space anonymously accessible / without the need to license customers as paying Confluence users.

This capability is already available on JIRA Service Desk Cloud and will also be available in an upcoming server release of JIRA Service Desk.

For more information on how to take advantage of the feature, check out our docs on Serving customers with a knowledge base.

Cheers,

-Shihab

We have the exact same issue - content in KB is confidential and can only be viewed by registered users. Purchasing a hundreds of Confluence licenses just so customers can search / view KB articles and read the documentation we're creating to let them perform self-service is just not an option.

Please provide some feedback re the status of this issue so we can all know if we should continue waiting or find a different solution.

Hello Atlassians,

can you please let us know if you are working on this feature to make JSD ready for b2b companies? We will need it within the next months to really profit from JSD as we cannot make our KB public and have too many customers to give them Confluence licenses.

Thanks in advance and best regards,
Christoph

For us too, this is holding us back from offering this to our customers and truly diving into Service Desk.

I have been trying to get the JIRA Service Desk accepted by our directors as our new help desk, but it looks like it will be rejected for another help desk that allows knowledge base integration if this cannot be resolved soon.

This functionality is desperately needed. From the perspective of a potential customer it seems like such an obvious enhancement that would make JSD usable by so many more customers, it is surprising that all these months on it is still not possible.

I was very sad to learn about this limitation, especially since the ability to provide customers with their own knowledge base is a highly marketed selling point on the JIRA Service Desk site. I understand the tool was originally designed for internal company use, but it is SO close to being exactly what a lot of managed service providers need for their customers! A few changes such as this one to enable multi-tenancy capabilities would really improve the product line.

Any ETA on addressing this?
Thanks

I am having the same issue - in that External Users/Customers cannot search in the Customer Portal to check for relevant Articles, etc.
Has there been a method to identify how i can get around this issue without giving Confluence Access to the possible 500+ Customer base that i have?

The change in pricing model is the only thing that made us take a second look at Service Desk - but if a major feature of Service Desk still requires customers to have Confluence licenses, it's no better than the old pricing model.

We cannot make our entire Confluence space public as these docs are only for our registered customers, so as it stands we won't be able to use Service Desk.

Echo the same. This is really preventing us from using Service desk. Service desk is really not powerful without the ability to search confluence docs

We're interested in the same thing and this is a blocker for us moving to the JIRA Service Desk. Our current help desk has a knowledgebase which can only be viewed when logged in. We cannot make our Confluence space public as it contains information we only want our customers to be able to view.

To summarize, it seems that the knowledge base feature of Service Desk is useless unless you're willing to make the confluence space world readable. Is that correct?

We're definitely interested in having a way to allow service desk customers view the contents of the knowledge base only when they're authenticated.

Thanks

I just want to clarify that configuring the applink with 2lo and impersonation will allow all users to see the links of the KB articles related but won't grant them access to them. So when they click on the links, they might find a permission problem with the Confluence page.

Hi, Matt. I have linked them.

However, they are not the same. First I thought that ticked described the same issue, so I hadn't created this issue. Later it was explained to me the difference and I created this one.

There is a Service Desk ticket on this here - perhaps these two should be linked together? https://jira.atlassian.com/browse/JSD-848

Right now they are split and the other ticket has been closed, even though there are several people who have voted for the issue and have reported their own issues with KB integration.