How can I customize Service Desk

[Rodrigo Scotti]

I've just tried out Service Desk for the first time. When I started with the product, I went through an onboarding process that tried to help me customize and quick start with the Service Desk. Although, after it was done I'm unable to go back or even to see where can I customize it again. I want to add confluence articles and simply change the template that was sat up for me, but there's no way to do that. 

I can see just this two options, but none of them helps me.

https://www.dropbox.com/s/9d8cahkxi7lyud5/Screenshot%202018-12-12%2016.48.56.png?dl=0

https://www.dropbox.com/s/9d8cahkxi7lyud5/Screenshot%202018-12-12%2016.48.56.png?dl=0

[Genevieve (Refined Partner Manager) · Accepted solution]

Hi Rodrigo,

As Jack mentioned (thanks for the mention @Jack Brickey) we have an app to customize Jira Service Desk help centers and customer portals. It looks like you're on Cloud so the app you're after is RefinedSites for Jira Service Desk. 

You can add Confluence articles and change the template using the inbuilt layout editor navigation modules. For example, in the screenshot below we added two 'navigation content' modules with URL links to the Confluence articles. 

The result would look like this:

If you've connected a Confluence knowledge base to a Jira project, this will also show up in the search like you see below. E.g., here we connected the HR knowledge base to the HR project. 

Another option is to add navigation icons with links to the pages you want to display. Examples of these icons are in the screenshot below (Salary and Wages, Report Business Trip etc). 

Hopefully this clears things up a bit. You can always try the app for free and don't hesitate to reach out to our support if you get stuck: support.refinedwiki.com

Cheers,

Gen (from RefinedWiki)

[Jack Brickey]

@Rodrigo Scotti, welcome to the Community and to JSD. I'm unclear what precisely you wish to customize. It sounds like you want to:

1. create a Knowledge Base? If so please see this article - set-up-a-knowledge-base
2. change the template? Not sure what you mean by template and what exactly you want to change. can you elaborate?

One thing to note here is that you can simply keep this one project as a test project for testing things out and start w/ adding a new project and setup as you wish. Of course you can also customize the current project as well.

[Rodrigo Scotti]

For instance, I want to add a box inside the Service Desk Home linked to a Confluence article. For the templates, I meant the generated Service Desk project after the onboarding.  

[Jack Brickey]

You can't add a "box". You can add a link to a Confluence page in the sidebar. Click on the "Add item".

[Rodrigo Scotti]

I meant to add a confluence's article link inside the Web portal.

[Jack Brickey]

Ok, so not you cannot do that. You might check the Marketplace for an addon, e.g. https://marketplace.atlassian.com/apps/1216711/refined-theme-for-jira-service-desk?hosting=datacenter&tab=overview

I don't use and cannot say whether it would meet your needs just worth a look.