Single sign on to Confluence through JSM portal

[Russ White]

Hello,

We rolled out JSM Cloud last December and we are looking to add a knowledgebase to our portal so that our customers can have a one-stop shop for submitting tickets or searching for a help article that can help them resolve their own issues.

Being new to Confluence as well, we've found that it is a bit visually lacking (organization, tiles, etc.) so we have been looking into apps in the Marketplace, such as Scroll Viewpoint for Confluence cloud. (https://marketplace.atlassian.com/apps/1211636/scroll-viewport-for-confluence?tab=overview&hosting=cloud). We were pretty pleased with how their templates looked; however, after digging into our free trial we discovered that getting to the knowledgebase behind Scroll Viewpoint required an additional login even after logging into our customer portal (JSM). Our intent here is to have the customer in the portal where they can review help articles, documentation, and submit a case to our support team if necessary. 

I'm reaching out here to see if anyone else has had the same use case and what routes have you taken to resolve or get around this. We have a hybrid customer base in our customer portal: external customers and internal users are all considered "customers" in our JSM setup. We do not allow for users to create their own accounts in our portal. That is controlled by our support team.

Once again, our intention here is to have our knowledgebase accessible through our customer portal without having to have an additional login.

Thank you!

Russ

[Benjamin]

HI @Russ White ,

The portal users shouldn't need to login to confluence. It is part of the integration between confluence and JSM once setup. JSM applies a special permission to Confluence to allow portal users to view articles and without taking on additional Confluence license. Articles should be searchable and viewable through the portal once setup

Here's documentation on how to set it up. 

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

-Ben

[Russ White]

Hi Ben,

Thank you for your reply and additional information. We've set up some test/sandbox environments and have been testing Confluence with our portal and that seems to be working as expected.

I may not have described our situation very clearly in my original post. We have found some apps in the Marketplace like Scroll Viewpoint or Refined in which they seem to give more ability to customize our knowledgebase with tiles, icons, etc. as opposed to the basic Confluence feel with just links to categories, articles, etc.

What we are looking for is:

1. Are there options for such customization on the free version of Confluence Cloud or the JSM knowledgebase platform?
2. Has anyone had experience with the above applications (Scroll Viewpoint or Refined) in linking them to a portal where no additional login is required?
3. Has anyone used a different app for the same use case and result?

Thanks again!

[Benjamin]

HI @Russ White ,

You welcome. For customization as mention, usually you would need an add-on. I have used refined in the past. I don't remember having to logging into else besides the portal.

Do reach out to their support to walk through any specific questions you may have.

https://refined.atlassian.net/servicedesk/customer/user/login?absolute=true&destination=https%3A%2F%2Frefined.atlassian.net%2Fplugins%2Fservlet%2Fac-redirect%2Fcom.refinedwiki.cloud.refinedsites%2Fservicedesk-portal%3Fac.redirectDomain%3Dsupport.refined.com

-Ben

[Russ White]

Thanks @Benjamin

We've reached out to Refined support for more guidance on the subject. Hopefully we'll have more luck there. I appreciate your response here.

Best,

Russ