Missing breadcrumb navigation when KB articles open in a new tab

[Alexandra Bobrow (Instech)]

JSDCLOUD-5942 says that when a user clicks on a KB article, Service Desk opens this in a new tab and that there are no current plans to change this functionality.

Fair enough, but when a new this new tab opens, the breadcrumb navigation of how the user got to that article disappears.

Example: I open service desk (Help Center), click on my service desk product (Service Desk 1), click on user guides (User Guides), then choose a user guide (User Guide 1), then choose an article (Example 1).

When on the "User guide 1" page, the top bar will show: Help Center / Service Desk 1 / User Guides / User Guide 1

When on the "Example 1" article page, the top bar only shows: Help Center / Service Desk 1 / Example 1

These "breadcrumbs" should represent the actual page order, regardless of the fact that the article was opened in a new tab in order for the customer to easier find their way back to the previous page.

IMAGE EXAMPLE OF "User Guide 1" PAGE

IMAGE EXAMPLE OF '"Example 1" PAGE

[Angélica Luz · Accepted solution]

Hello @Alexandra Bobrow (Instech),

Thank you for reaching out to Atlassian Community!

The category in Service Management is a great feature to organize articles and I understand that you would like that the hierarchy would show in the portal.

We can connect a space with multiple pages on a Service Management project, but it won't work as Confluence. 

Once we use a macro on a page in Confluence, for example, the Page Tree to list all the child pages, when a customer clicks on the link to the article of the list, the article will open on a new tab (and if it's someone with an Atlassian account, will open directly in Confluence). 

This is actually expected because any links on an article in the customer portal will open in a new tab, mainly when it comes from a macro.

Currently, there are no workarounds for that, since it opens on a new tab. 

Warm regards,
Angélica
Atlassian Support

[Alexandra Bobrow (Instech)]

Thanks for your answer. This is understandable but makes it very difficult to create a proper hierarchy of information. 

I think many people use Confluence documentation as a way to guide their users step by step through the software as a kind of e-learning experience. Being able to go back and forth from article 1.3 back to 1.2 and forward to 1.4 is a functionality which Atlassian should consider including when using confluence documentation in the service management portal. In my opinion it is an unnecessary hassle to go back in forth between different tabs. When an article opens in a new tab there is no easy alternative to find your way back to the previous page besides closing that tab. 

[Tommy Légaré]

Is there something new about that in 2024 ?