Knowledge bases

Knowledge bases guide your users to the right place to find 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.
The Search Highlight module.
The Knowledge Base module.

Edit knowledge base settings

Set up knowledge bases in JSM.
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).
Anonymous users have access to the Confluence spaces that are used for the knowledge base.

Knowledge base popup

These settings are applied to all knowledge base popups on all your Refined sites.

Setting	Description

Setting	Description
Display page tree	The page tree allows users to browse Confluence in the popup.
Display articles in wide mode	Make the popups extra wide.
Display article link	Add a link at the bottom of the popup to direct the user to Confluence.

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

Setting	Description
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	New window Same window Pop up, articles only

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. This issue is present in JSM too and not caused by Refined.