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When sharing requests with
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customers
For JSM customers to be able to share
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a request with
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However, two imitations exist with the 1st and 2nd settings, as marked by the arrows in the below screenshot.
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other customers, go to Project settings > Customer Permissions > Customer sharing.
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Option | Limitation |
|---|---|
Customer can search for other customers within their organizations | JSM customer roles cannot share their request if this setting is used. |
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Fixing this limitation is only possible if |
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...
is fixed |
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. |
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Please vote and/or comment on the issue if it impacts you. |
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Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project | The request can’t be shared when searching for other customers within the same project by entering an email address or name. However, the request can be shared when searching for a name within the same organization. |
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Fixing this limitation is only possible if |
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is fixed |
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. |
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Please vote and/or comment on the issue if it impacts you. |
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| title | Sharing requests with organisations |
|---|
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Customers can search for other customers within their project or organizations. | No limitation. |
When sharing requests with organizations
When a JSM customer creates a request, they cannot add
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organizations to it.
The request view doesn't show which
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organization(s) the request is shared with.
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Workaround
JSM customers can view all the
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organizations they are a part of as well as the requests shared with them via those
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organizations.
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Click the
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Avatar menu in the top-right corner > My Requests.
Change the filter Created by me to Shared with my
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organizations.
Note that this only works if all the service desks linked to those
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organizations have been added as projects into your Refined site.
What we
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're doing to solve these limitations
We are in continual contact with Atlassian to improve the APIs. To track the status, see the Atlassian tickets. Please vote or comment on the tickets that are related to these limitations, so that Atlassian can also hear your feedback
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| title | Anonymous access to knowledge base |
|---|
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, or to vote/comment on this for Atlassian, please visit: https://ecosystem.atlassian.net/browse/JSDECO-93
Possible workaround(s)
Create a confluence space that is anonymously accessible. Use this space as your "knowledge base". Then:
Connect this space to your Refined site.
Make your Refined site anonymously accessible.
Anonymous users should be able to search the site for the pages in the space you just connected.
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.
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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'.
| Expand | ||
|---|---|---|
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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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| Expand | ||
|---|---|---|
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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. WorkaroundThis is due to the article containing an invalid link. Article links must contain the full link in this format: For example: exampledomain.refined.com/portal/2/article/39026710/Payment |
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| title | Links in invitation email |
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Links in invitation email
When adding a customer to a JSM project, by default the customer will receive an email with a link to complete the signup.
When the customer has completed the signup, they are taken to the default Jira Service Management Help Center portal (with xyz.atlassian.net URL), and not the Refined one, and currently the limitation is that Refined cannot redirect the user back to the Refined site.
Workaround
Because the user needs to complete the signup, our workaround suggests keeping the signup link, but make an addition.
Go to Service Project > Project Settings > Customer notifications.
Edit the one for Customer invited.
Below the text to complete the signup, add in the following:
| Info |
|---|
Once you are done with signing up, find the support portal at [BANANA IT |
This will prompt the user to
Complete the sign up
Close the tab and go back to the Service Desk on the Refined Site.
The setup
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What the customer will see
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