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Knowledge bases guide your users to the right place to find
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Connect Search to several Confluence spaces
How it works
Some of the features in the extended Knowledge Base setup have some prerequisites for your setup, and others are available for all.
Access
For us to be able to get information to show in the Page Tree, then you helpful information. By linking Jira Service Management to a Confluence knowledge base, customers can help themselves and agents can share their expertise. In Refined, users can find knowledge base articles in various places:
The global search, located in the top-right corner.
Edit knowledge base settings
Go to the Refined Administration.
Go to the Jira Service Management tab.
Scroll down to the Knowledge base settings section.
Access to Confluence
Toggle Access to Confluence on to make the Display page tree option visible in the knowledge base popup section.
You need to have either:
Same users in Jira and Confluence (OAuth with Impersonation)
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Anonymous users have access to the Confluence spaces that are used for the knowledge base.
Knowledge base
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When this option is checked, you will see the "Display page tree" option. This will be applied globally.
Display Page Tree
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popup
These settings are applied to all knowledge base popups on all your Refined sites.
Setting | Description |
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Display page tree | The page tree allows users to browse Confluence in the popup. |
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No page tree, narrow
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Display |
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articles in wide mode |
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Make the popups extra wide. |
Display article link |
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Add a link |
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at the bottom of the popup to direct the user to |
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Global Search Settings
In version 2.1 a Global Search feature was added. It is located at the top right corner of your page.
You can configure the global search settings in Refined Configuration.
Confluence Cloud Knowledge base
In JSD 4.12 Atlassian has introduced the possibility to use a Confluence Cloud knowledge base with a Jira Service Desk server installation. This is supported by Refined with a couple of technical limitations: knowledge base articles module and the search highlight module with custom settings don't work with a Confluence cloud knowledge base. The search highlight does work when default settings are selected.
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Global Search settings
Toggle on Use custom knowledge base settings to customise what is included in the search results when users search your site using the magnifying glass located at the site’s top right corner. Note that enabling this feature might prompt users to log in.
Setting | Description |
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Search for | Include Confluence pages and/or Confluence Questions in the search results. |
Confluence URL | Please note there needs to be an AppLink set up for your Confluence instance. The URL needs to be exactly the same as the one configured in the Application Link. |
Space | Enter a space key here to only include pages from that Confluence space. Add a dash ( - ) in front of a space key to exclude its pages. Separate multiple pages with commas. Leave empty for a global Confluence search. |
Include space name | Include the space name in the search results. |
Open link in |
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Confluence Cloud knowledge bases
Refined supports all Confluence Server/Data Center knowledge bases. Additionally, we support Confluence Cloud knowledge bases for search highlight modules that have default settings applied.
Please note though that users may not be able to view knowledge base articles when their browser prevents cross-site tracking, which is the default option in Safari and Firefox) you might not be able to view the articles. This issue is present with Jira Service Desk too so it is in JSM too and not caused by Refined.
Further reading
Learn more in this tutorial: Let users browser Confluence from a JSM article popup