Confluence Article Links Not Preserved in Jira Service Management Portal

[Sonny Mei]

Hello all,

We’ve noticed an issue when sharing Confluence knowledge base article links with users via the ServiceDesk portal:

• If a user clicks a direct link to a knowledge base article while not signed in, they are prompted to log in.

• After logging in, instead of being redirected back to the requested article, they are taken to the ServiceDesk portal homepage.

• This causes confusion, since the original article link is not preserved, and users must click on the link again.

Is there a way to preserve the original article link through the login process so users land on the correct page? Or is this the expected behavior for the ServiceDesk/Confluence integration? If it is expected, are there any recommended workarounds to ensure users reach the intended article after signing in?

Thank you,

Sonny Mei

[Dan Breyen]

Hi @Sonny Mei welcome to the community.  I'm using JSM Standard, and I'm not able to reproduce your issue.  I'm not logged into the Portal I use a KB link, it asks me to login, and once I'm logged in, it's taking me to that article.  I tried that using Chrome on my laptop & Safari on my phone & they both worked.

I took a quick look on Atlassian's Jira Site and didn't find any Work Items related to your question.

Some basic troubleshooting questions for you:  Do others experience this same issue on your site?  Have you tried different browsers?  Have you tried clearing your browser cache?  

If you have a workflow that can replicate the issue, you can also contact Atlassian Support and they could assist further.

Hope that helps.

[Sonny Mei]

Hello Dan,

Thank you for your quick response!

This issue occurs in both Microsoft Edge and Google Chrome. Since we use Microsoft, signing in redirects me to login.microsoftonline.com. After logging in, I'm taken back to the ServiceDesk portal homepage and not the original KB article link

I’ve tested this in incognito mode and confirmed that cache and cookies are not affecting the behavior.

From,

Sonny Mei