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

We would prefer to restrict access to our knowledge base too but make it available for our customers accessing it from jsd. I think there are two possibilities: Either introducing something like the (unpaid) jsd customer accounts to Confluence (and make sure such an account is created in confluence once a jsd customer account in JIRA is created) or make the OAuth2l application link with a specified confluence user work for searching and accessing the confluence pages in read-only mode (at least read-only, best case would be with permissions of the user in Confluence). Can you please share some status of your current thoughts about implementing this feature request?

Thanks in advance and best regards,
Christoph Thomas

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.