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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 JSM 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: Add the space to your Refined site. Make your Refined site publicly accessible. Anonymous users should be able to search the site for the pages in the space you just connected.
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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'. |
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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 project 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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You’ll need: A JSM portal project 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: Go to the Site Builder and add a page to your site. View the page on the site and open its Page Builder. Add a navigation module. In this example, we use three Navigation Cards modules, all placed in different sections to organise different types of articles.  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.
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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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Articles are content from Confluence spaces that are linked as knowledge base to a JSM portalproject. They can be seen by all users of a JSM portal project that has a linked knowledge base.
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