Is it possible to display a customers open service desk tickets in Confluence?

[PhilSpo]

Our Service Desk customers don't use a lira licence and can raise tickets. They do have a confluence licence.

Is it possible for these tickets to be displayed in confluence? I know usually you need a jira licence to look at Jira issues, but as these are Service Desk tickets are they accessible?

Thanks

Phil

[Trudy Claspill · Accepted solution]

If you add the URL for a specific JIRA issue to a Confluence page, the ability to see the summary for that issue is based on the current user's permissions and roles within JIRA.

Customers see service desk issues via the special customer portal URL. This is different than how a Service Desk Team member would see the issue; i.e.

customer url:

https://jira.company.com/servicedesk/customer/portal/7/DESK-1747

service desk agent url:

https://jira.company.com/browse/DESK-1747 

When URLs like the second one are posted in Confluence, if Confluence is linked to JIRA it the Confluence will display the ID, summary, and status of the issue. But if the Confluence user would not be able to view the issue directly in JIRA with that URL, then they cannot see the info in Confluence either.

I experimented with pasting the customer URL for an issue into a Confluence page, for one of my own service desk tickets (for a service desk where I am not a Service Desk Team member). Confluence did not resolve the link to automatically display the ID, summary, and status. Instead it just displayed the raw URL.

So, my conclusion is no, you cannot provide customer visibility to service desk tickets through Confluence.