General
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| title | Is Refined kind of like a CMS or website building tool? |
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Yes you could say that. It is a site building tool to build a website feeling site for Atlassian tools. Each site is built up with a theme, quick navigation and layouts with select Jira and Confluence content on display. It essentially gives you the power to bring your Atlassian content into one single (clean and branded) source.
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| title | Does Refined include Confluence, Jira and Jira Service Desk Data all-in-one? |
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Yes as long as you have purchased Atlassian Confluence, Jira and Jira Service Desk, and you have purchased Refined for Confluence and Refined for Jira.
If you only want to populate your Refined sites with Confluence data, you can simply get Refined for Confluence.
If you only want to populate your Refined sites with Jira data, you can simply get Refined for Jira.
If you want to populate your Refined sites with both Confluence and Jira data, you need to purchase both apps.
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General
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| organize my Jira and Confluence content into groups or categories?Yes! Using the site builder in Refined you can add Jira projects and Confluence spaces as a direct link in the top navigation menu. Just remember that you need to have both Refined apps for Jira and Confluence to include both data sources.
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| title | How do 'sites' work exactly? |
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Refined is all about sites. By sites we mean a branded site which you can tailor to your users using our simple inbuilt tools. In the 'Sites' tab of the Refined admin section you can create as many sites as you wish. We have more detail on creating sites here: Create a Refined Site
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| title | How can I set up a custom domain? |
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With Refined you get your organizations very own domain running on refined.site. We have detailed instructions on how to set this up here: Setting up your Custom Domain
Please note, setting up the custom domain can take some time as it's just about informing the entire internet (and its DNS-servers to update their caches) of your domain.
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Yes! Set up your custom domain. |
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| title | Which browsers are supported? |
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We support the same browsers as Jira Service Desk Management Cloud, Jira Cloud and Confluence Cloud. |
Refined for Confluence
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| What are the main differences between Refined for Confluence Cloud compared to Refined for Server/DC? | On Refined for Cloud you can pull Atlassian content from Jira, Jira Service Desk and Confluence into the one site. Think of it as a CMS or website content builder for Atlassian Tools.
On Cloud you can add custom domains to individual sites. Giving you the power to easily have multiple use cases connected to the one Refined platform.
Refined for Confluence Cloud cannot yet render all items of a Confluence page (macros and markups). We will continually add support for new macros.
On Refined for Confluence Cloud permissions cannot be added to a site or page (called categories on Server) level. However you can add view permissions to the content sections on a page. On Refined for Confluence Server/DC it is possible to add view permissions on a category level. Both apps by default will honor the permissions set up in Confluence on spaces and pages.
When editing a Confluence page in Refined for Confluence Cloud the editor will open in a new tab, opening Confluence itself. Changes will take effect as you would expect on the Refined page. On Refined for Confluence Server editing a Confluence page will open up the editor in the same window.
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| title | How does the editor work if I want to edit a Confluence page from Refined? |
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When a user ‘edits’ a Confluence page in Refined, they will edit it from Confluence itself (in a new tab). However the changes will take effect as you would expect on the beautifully themed page.
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| title | How do permissions work in Refined for Cloud? |
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Permissions on Confluence pages and spaces rule. Refined will expose pages, spaces and Confluence pages based on the permissions added in Confluence. You can add additional permissions to the sections when building up your pages.
You can easily toggle on or off the 'Anonymous Access' button. More on this: Setting up a site in Refined
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| title | Does Refined for Confluence Cloud support the old Confluence Cloud Editor? |
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No. We only support pages created with the new Confluence Cloud editor.
Refined for Jira
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| title | Does Refined work for both Jira and Jira Service Desk? |
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Yes! If you already have both Atlassian Jira and Jira Service Desk, you only need to purchase Refined for Jira the app. Refined for Jira includes the functionality to display data from both Jira Service Desk and Jira. Currently the Refined for Jira integration is only in beta but will soon be released commercially. | Rw expand |
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| title | Why can’t agents use the Customer Channel link in the agent view? |
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With Refined we are running a separate service (in parallel) to regular Jira Service Desk, and as such the Refined customer portals are running on our servers. This means the Customer Channels link in the agent view will link to a default JSD portal rather than a Refined portal. | Rw expand |
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| title | Can I test Refined for JSD Cloud without interfering with regular Jira Service Desk customer portals? |
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Yes you can. Your Refined.Site exists in parallel with your regular Jira Service Desk portals. It isn't until you refer your customers to the new URL, or when you change the email templates, that the customer will end up at your new site. | Rw expand |
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| title | Can anonymous users create tickets? |
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Anonymous users will have to create an account to file a ticket. In default JSM, it is possible for anonymous users to file a ticket without creating an account. This is currently not possible using Refined for Jira Cloud. We can’t develop this option, because there are no APIs from Atlassian supporting this. |
Licensing and pricing
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| title | Atlassian price calculator |
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Use the Atlassian license cost calculator to add Refined and based on your user count |
You can choose to data residency in either the US or in the EU. |
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| title | What are the main differences between your apps on Cloud on Data Center? |
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Due to maintenance, it’s temporarily not possible for customers whose accounts were created after 20 August 2023to add Jira projects to Refined sites. If you have any questions, please contact us. |
Read a detailed feature comparison in our migration documentation: |
Pricing and licensing
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| title | What do the Refined Sites apps cost? |
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Use the Atlassian license cost calculator. Please note that apps are based on number of users and not agents, which means that for a JSM set up setup the price might vary. rw- |
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| How do I buy, renew and upgrade licenses? | All Refined sales are handled via Atlassian Marketplace. You can pay or get a quote directly through your my.atlassian.com account.
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Yes, academic licenses are half off. Community licenses are available for eligible non-government, non-academic, non-commercial, non-political, non-religious, nonprofit organizations, they are free on Data Center and 75% off on Cloud. Apply for an Atlassian community license here. |
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| title | How do I know which license to choose |
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| when purchasing Refined |
The Atlassian license tier determines the Refined Sites license type you need. For example, if you want to install Refined Sites for Confluence with a 100 user Confluence license, then you need to purchase a 100 user license of Refined Sites for Confluence. The right tier is selected automatically in the Atlassian Marketplace. rw- |
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| I have a non-profit/community license. Why haven't my licenses been merged to a | How do I buy, renew, and upgrade licenses? |
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All Refined Sites sales are handled via Atlassian Marketplace. You can pay or get a quote directly through your my.atlassian.com account ?Please read the related Atlassian documentation.
In a nutshell, go to the UPM (Universal Plugin Manager) in Confluence/Jira. Select the app you wish to use and click buy. The app will appear in a cart and will show $0. This order will be flagged for approval by Atlassian Customer Advocates and will take 1-3 business days to process. rw- |
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| title | Can I use a developer license for a non-production server? |
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The license system is built by Atlassian. They give the following answer: "Marketplace app customers can get developer licenses for apps just as they can for host Atlassian products. Developer licenses are intended for staging or development environments only. Customers who have purchased Marketplace apps can get developer licenses by clicking the View Developer License link from their license page on my.atlassian.com. The license types between the app and host application must match. That is, an app with a developer license only works in a host application that also has a developer license. The same applies to production licenses— licenses — a host application with a production license only takes apps that also have production licenses. If an app license type doesn't match its host application, the Universal Plugin Manager reports a license error status of "Incompatible with product license (wrong type)" for that app." Read more: How to create developer licenses. rw- |
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| title | Can I get an extended evaluation license |
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In general, Cloud apps have a 30 days trial period. You can evaluate Refined Sites apps from the Marketplace for a longer time if needed. Atlassian manages licenses and trial extensions of Marketplace apps. Log into your my.atlassian.com account and extend the trial period. In general, Cloud apps have a 30 days trial period. Cloud app trial extension are handled via Atlassian: raise a ticket with Atlassian support to request an extension: raise a ticket with Atlassian support to request an extension. |
Refined Sites for Confluence
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| title | How does I edit a Confluence page on a Refined site? |
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Refined Sites refers you to edit the page in Confluence in a new tab. Whenever you make changes in Confluence, they are immediately visible on your Refined site too. |
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| title | How do permissions work? |
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Refined sites show pages, spaces and Confluence pages based on the user’s Confluence permissions. You can add additional permissions to your sites and (sections of) pages. |
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| title | Does Refined Sites offer versioning for Confluence pages and blog posts? |
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Although Refined Sites doesn’t include a versioning functionality, it’s easy to use Confluence permissions to control what end users see. Because Refined Sites respects Confluence permissions, your sites only show content (pages or blog posts) that the user is allowed to see in native Confluence. When editors work on new Confluence content, restrict the content’s permissions so it’s only visible to them. Once the content is ready, change the permissions to make it available to all end users. Alternatively, you can use Comala Publishing (or another versioning app in Confluence) to only show published content on a Refined site. Just make sure to add the target spaces from your Comala Publishing setup to the site (and not the source spaces). Your Refined sites always show the last published versions of content in those spaces and respect the content’s Confluence permissions. Read how the app works in Comala Publishing’s documentation. |
Refined Sites for Jira Service Management
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| title | Does Refined Sites work for both Jira and Jira Service Management? |
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Customers who created their account after 20 August 2023 Due to maintenance, it’s temporarily not possible youto add Jira projects to Refined sites. You can only add JSM projects to Refined sites. If you have questions about this, please contact us. Customers who created their account before 20 August 2023 If you already have both Atlassian Jira and Jira Service Management, you only need to purchase one app: Refined Sites for Jira Service Management. |
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| title | Why can’t agents use the Customer Channel link in the agent view? |
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Refined Sites runs a separate service in parallel to regular Jira Service Management, and as such the Refined Sites customer portals run on our servers. This means the Customer Channels link in the agent view links to a default JSM portal. |
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| title | Can I test Refined Sites without interfering with regular JSM customer portals? |
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Yes you can. Your Refined site exists in parallel with your regular JSM portals. The customer will only end up at your new site when you refer them to the new URL, or when you change the email templates. |
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| title | Why can't anonymous users access JSM content? |
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In default JSM, it is possible for anonymous users to see a portal and file a ticket without creating an account. This is currently not possible using Refined Sites for Jira Service Management Cloud. We can’t develop this option, because there are no APIs from Atlassian supporting this. |
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