Confluence formatting lost when displayed in Jira Service Management

[Scott Jonker]

I've written a document using the new Confluence formatting tools. Now that it's layout and design is how I like it I've tried to publish the document via Jira Service Management for customer usage. Unfortunately much of the formatting has not transferred over and the document looks messy and unprofessional: 

• Headings are inconsistently indented
• Code snippets lose their grey background
• Tables do not scale to a usable width
• Table cell color does not fill behind text 
• Expand Macros display expanded (defeating the purpose of using the macro)

[Angélica Luz]

Hello @Scott Jonker,

Thank you for reaching out to Atlassian Community!

When it comes to viewing articles in the portal, there are some macros that don’t render correctly since the editor is different in Confluence and the portal.

Headings are inconsistently indented

I found two bugs related to the headings, but I would like to know if you can share with us more details, if possible a screenshot and which of the six headings are affected.

• Heading 6 in articles renders as all caps on Jira/Customer Portal
• Anchor tag in Knowledge base article table of contents doesn't work in firefox

Code snippets lose their grey background

Some improvements are being implemented in the portal in the next quarters. Please, check this comment from our product manager:

Hello everyone

I'm Joe, product manager in JSM. We have been working on some of the issues regarding the knowledge article view on the customer portal.

• Videos were not played inline, they had to be downloaded
• Images did not pop-up on-click
• Expand macro was broken
• The panel macros were not rendered in the same style as in Confluence

We have fixed these issues and we want to deploy this for a handful of customers before rolling this out to all. 

Important Note:

1. The new view is only available for portal customers who are Atlassian accounts or non-logged-in users. This fix is not available for JSM customer account users at this moment, they will continue to see the articles as it was rendered earlier (or now). This will be available to all portal customers in the next quarter.
2. The three known bugs mentioned in the attached video will be fixed in the next quarter. Article view in customer portal.mp4

Tables do not scale to a usable width

The width for articles was improved on the portal, but depending on how many columns the table has it can still be small. Can you please share with us the size of the table added to the article? Then, we can test here.

• As a SD Customer I'd like the Portal view to expand to the width of the window

Table cell color does not fill behind text 

I wasn’t able to replicate the issue, if possible, also share a screenshot of how it looks on your portal. 

I tested using different colors and it looks fine on Chrome and Firefox.

Expand Macros display expanded (defeating the purpose of using the macro)

This is a known bug and it should be fixed in the next quarters as mentioned on the other feature request I linked above.

• Expand macros on KB pages are all expanded by default

Kind regards,
Angélica

[Scott Jonker]

Hi Angélica, 

Thank you for your response. It's good to know that some of the issues will be resolved in the near term. The expand macro is arguably the most annoying bug as I have some other documents that have very, very large code blocks that I want to 'expand' away.

I've gone ahead and published one of our documents so that you can view it to see the issues I've outlined above. 

https://vexcel.atlassian.net/servicedesk/customer/portal/15/article/2118156699

I've also marked up a full-page screenshot of said document: 

Compared to the same document as seen in Confluence without the formatting issues (note: I've expanded one of the guilty tables to show the narrower columns):

 

[Louis Ferreira]

Would just like to add that the info panels also do not render as they are setup in the editor.

For example, in the editor:

However, after the article is published it renders as follows;

Pretty sure this is just a CSS issue where the styles used in the editor are not available in the knowledgebase.

[Scott Koorey]

Yes, among the many frustrating formatting variances between Confluence and the JSM Portal view, I'd say this is probably one of the most visible ones.

I have however found a workaround that mostly solves the issue, using the recent addition of options to change Background color of the info panel. I assume that by default the info panel has no CSS colour information stored, but by changing the colour (or changing it, then changing it back), it presumably forces the macro to have a colour associated with it, which then translates into the Portal view.

Confluence view with Background color option:

Customer portal view:

Note that the info panel icon disappears when this is done, but that's a small price to pay for getting a much-needed splash of colour onto the page!

[Louis Ferreira]

Ok will give it a try