Service Desk & Confluence

[Kai_Rehm]

Hi,

I have the following Problem. We use the Jira Service Desk and Confluence. If I have a Service Desk Ticket and want to link a Confluence Space for the solution my registered Jira Service Desk customer has to sign in again in confluence. I don´t want that. And if I get it right the two systems should be linked together corectly. I don´t want each customer ifrom Jira to create a new account in confluence. That would be way to expensive. I have some Screenshots (sorry that they are in German). Maybee you see what I mean.

Please I need help.

[Mike Bowen · Accepted solution]

Hi @Kai_Rehm 

What you need to do to set this up is go to Project Settings:

1. Customer Permissions - Who can access the portal and send request to Service Desk Project
   1. Select Customers my team adds to the project. 
   2. Who can customers share request with? 
      1. Select Other customers in their organization. This option only allows them to search in their organizations.
2. Portal Settings
   1. - Set up your Service Desk Information (name and Introduction text), 
   2. - Set up the logo. 
   3. - Set up who can announce announcements Agents or Administrator. 
3. Knowledge Base - from your screenshot it looks like you have it set up correctly already.  

Click Back to Project and on the Jira Service Desk menu click into Customers. You want to setup some organizations e.g. Company ABC and you'll want to invite users by entering in their email addresses. If you have other customers then create another organisation e.g. Company XYZ and invite users by entering in their email addresses. 

All these email addresses will create an email invite to the Customer Portal. Those users of Company ABC and XYZ will receive and email, which will contain a link to the Customer Portal, where they will sign up. This is the free account to the customer portal. Once they are logged in, they will see some request types.

They will also have access to the Help Centre, where the knowledge base and where your articles can be found. 

-Mike