One of the easiest ways to cut down on Jira support tickets is to help customers or employees help themselves before they even need to file a ticket. For organisations using Jira Service Management (JSM), that often means integrating content from a Confluence knowledge base into their help center or support desk.
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Unlicensed users are logged-in users who do not have a Confluence license. If you give access to unlicensed users, they can view knowledge base content per article as popups in the portal, but they can’t go directly to the pages.
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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 JSM 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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To link a Confluence space to a JSM project using Atlassian’s default linking functionality:
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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.
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