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Learn how to set up anonymous content in Confluence

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titleLimitations

Atlassian's feature for anonymous portal visitors to search a linked Knowledge Base Space is currently not supported by the API provided by Atlassian, which Refined is built on. Thus, anonymous access on portals for Service Management projects is not supported at this point in time by Refined.

The main Help Center page can be set as anonymously accessible. Our goal is to continually add functionality as the Atlassian APIs extend in features. 

To keep track of this issue or vote/comment on it, click here.

Possible workaround(s)

Create a confluence space that is anonymously accessible. Use this space as your "knowledge base". Then:

  1. Add the space to your Refined site.

  2. Make your Refined site publicly accessible.

  3. Anonymous users should be able to search the site for the pages in the space you just connected.

Info

For this to work, you will also need to have a Refined for Confluence Cloud subscription. Note that requests cannot be submitted as anonymous users, nor can they access the JSM portal via Refined as an anonymous user. They will have to create an account. However, anonymous user can still access the Refined site, and this is based on site permissions.

However, with this workaround, anonymous users scan still browse around "knowledge base" pages before deciding to create an account. Their search results would show up under the category of 'pages', and not 'articles'.

Ways to build a knowledge base

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This method is ideal for folks who have Refined for Jira but not Refined for Confluence. Users can access knowledge base articles via direct links or by searching. When users search from the Jira project, they’ll see results from the Confluence knowledge base you just linked. They can read the articles from your knowledge base in a popup, on a per-article basis.

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titleShow me Learn how

To link a Confluence space to a JSM project using Atlassian’s default linking functionality:

  1. Go to the JSM project page on your Refined site.

  2. Click the … Three dots in the top-right corner > View project in Jira.

  3. Go to Project Settings, located in the left-hand menu, and click Knowledge base. 

  4. Select the knowledge base spaces you’d like to add to your Jira project.

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titleLimitations

Due to knowledge base articles being rendered in an iframe, we have no control over the content in the article. As such, we cannot direct the user to view those links on a Refined site.

Info

This limitation also applies within articles when macros (ie. link list and child) link to other articles.

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Add a Confluence knowledge base space to your Refined site

If you have both Refined for Confluence and Refined for Jira, you can let your users browse the whole knowledge base directly on your site.

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titleShow me Learn how

To add a Confluence space as a knowledge base to your Refined site:

  1. Go to the Site Builder.

  2. Click Add New > Add Atlassian Content. 

  3. Use the search bar to find the desired Confluence space.

  4. Set up the space.

  5. Customise the appearance of the space home using modules and other tools.

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If you have a Refined site with JSM content, but no Confluence license, you can still create a setup where your Service Desk users can access Confluence pages as articles. In addition to Atlassian’s offer to show content from Confluence as articles on a service desk, which lets unlicensed users only view one article at a time, you can use Refined to create a knowledge base on your site.

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titleShow me Learn how

You’ll need:

  • A JSM portal to which you connected one or more Confluence spaces as knowledge bases.

  • Articles in your Confluence space.

  • Refined for Jira Cloud.

  • To give the portal users access via the knowledge base link to the Confluence space.

When you’re all set, build the knowledge base:

  1. Go to the Site Builder and add a page to your site.

  2. View the page on the site and open its Layout Editor.

  3. Add a navigation module. In this example, we use three Navigation Cards modules, all placed in different sections to organise different types of articles.

  4. In another tab, go to your Refined site and use the global search in the top right corner to find the articles. Copy + paste their URLs into the navigation modules.

Info

Make sure to use the articles (located in the right-hand side of the search results), not to the pages (located on the left-hand side of the search results). Read more.

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titleLimitations

We have had reports of users not being able to access linked articles properly when linked within navigation modules, link list modules, or on a page.

Workaround

This is due to the article containing an invalid link. Article links must contain the full link in this format: domain.com/portal/{id}/article/{id}/{title} and not be truncated by any URL shorteners.

For example: exampledomain.refined.com/portal/2/article/39026710/Payment

Articles or pages

When users search on a Refined site, the search results may show articles as well as pages.

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