The articles I created in Confluence are not presented in the knowledge base

[toopdmhelp@se.atlascopco.com]

Hi,

We ave Jira Service Desk (8.2.3) linked to Confluence (6.15.7).

But when we create articles in Confluence, they are not presented in the knowledge base.

When I create a ticket, no related articles are available.

Did we do something wrong when installing Jira and Confluence?

[Jan-Peter Rusch · Accepted solution]

Hi,

make sure your articles are created in the Confluence space linked to your service desk project. Did you configure request type specific labels for pages to be searched & displayed?

Make sure your articles are not restricted, the space is accessible by anonymous & the articles you create are not restricted by a parent page in the page hierarchy.

Best

JP

[Thomas Deiler]

Dear @Jan-Peter Rusch ,

.. the space is accessibly by anonymous ...

this is not true, see this article.

So long

Thomas

[Jan-Peter Rusch]

Indeed, you're right. Anonymous access is not needed. But the space must be enabled from the JSD project to be used as a knowledge base.

JP

[Thomas Deiler]

See my upper post.

[toopdmhelp@se.atlascopco.com]

Thanks both.:)

[Thomas Deiler]

Dear toopdmhelp@se.atlascopco.com ,

are you logged in as a "customer"? I ask because you checked "Only licensed users ...".

So long

Thomas

[toopdmhelp@se.atlascopco.com]

Hi Thomas,

I logged in as admin and create pages in Confluence. Then I create a ticket to see if related articles are presented.

I'm not sure how to use Confluence yet. I set Anonymous Acess to "Can use" and now it seems that the pages I create are visible in the knowledge base.

I still try to figure out how Confluence works. There are a lot of parameters to configure:)

Do you have som advice, guide of video on Youtube that could be usefull for me?

[Thomas Deiler]

Dear toopdmhelp@se.atlascopco.com ,

you do not need to allow anonymous access.

JSD is unlocking the feature 'Unlicensed User Access' when connected to a Confluence. So even with a starte license of JSD and Confluence you could make hundreds of "customers" view articles from the space connected to a JSD project.

You need to:

• Connect JSD with an Application link to Confluence
• assign one Space of Confluence to the JSD project
• Allow "All active users and customers ..."
• Check if any active user can views this space

So long

Thomas

[toopdmhelp@se.atlascopco.com]

Thanks Thomas:)