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 Sharing requests with participants

We have released a fix to support the JSM customer role being able to share their JSM request with others. This is no longer a complete limitation. - 18 July 2022

However, two imitations exist with the 1st and 2nd settings, as marked by the arrows in the below screenshot.

1st setting - JSM customer roles cannot share their request if this setting is used.

Fixing this limitation is only possible if the issue here is fixed: https://jira.atlassian.com/browse/JSDCLOUD-11597. Please vote and/or comment on the issue if it impacts you.

2nd setting - 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.

Fixing this limitation is only possible if the issue here is fixed: https://jira.atlassian.com/browse/JSDCLOUD-11818. Please vote and/or comment on the issue if it impacts you.

 Sharing requests with organisations

Limitations

  1. When a JSM customer creates a request, they cannot add organisations to it.

  2. The request view doesn't show which organisation(s) the request is shared with. 

Possible workaround

JSM customers can view all the organisations they are a part of as well as the requests shared with them via those organisations.

  1. Go to the avatar menu > My Requests

  2. Change the filter Created by me to Shared with my organisations.

Note that this only works if all the service desks linked to those organisations have been added as projects into your Refined site.

What we are 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.

 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 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:

  1. Add the space to your Refined site.

  2. Make your Refined site publicly accessible.

  3. Anonymous users should be able to search the site for the pages in the space you just connected.

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'.

 Article links within the knowledge base pop-up take the user to Atlassian

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.

This limitation also applies within articles when macros (ie. link list and child) link to other articles.

 Linking to Knowledge Base articles within a Refined site

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.

Workaround

This is due to the article containing an invalid link. Article links must contain the full link in this format: domain.com/portal/{id}/article/{id}/{title} and not be truncated by any URL shorteners.

For example: exampledomain.refined.com/portal/2/article/39026710/Payment

 Links in invitation email

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.

  1. Go to Service Project > Project Settings > Customer notifications.

  2. Edit the one for Customer invited.

  3. Below the text to complete the signup, add in the following:

Once you are done with signing up, find the support portal at [BANANA IT
Service Desk|https://xyzYourDomain.refined.site/portal/43]

This will prompt the user to

  1. Complete the sign up

  2. Close the tab and go back to the Service Desk on the Refined Site.

The setup

What the customer will see

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