Artigos relacionados da base de conhecimento (Botão compartilhar como comentário bloqueado)

[Douglas - Controladoria]

Boa tarde,

Estou com dificuldades em compartilhar um arquivo da base de conhecimento (Confluence) em um chamado do Jira Service Desk. Os artigos aparecem, porem com um cadeado vermelho informando que somente pessoas autorizadas podem ver o artigo, e o botão "Compartilhar com cliente" esta desabilitado. Liberei o acesso na configuração do espaço, mas parece que não adiantou, alguém sabe se tem mais alguma configuração para fazer?

Att,

Davi Backendorf

[somethingblue · Accepted solution]

Hi Francisco,

There is an article titled In JIRA Service Desk, Knowledge Base Articles have a red padlock for certain users and cannot be shared that may help:

Verify the setup is accurate:

• In JIRA: Project Properties > Knowledge Base > Viewing: Ensure this is set to "All active users and customers"
• In Confluence: Ensure that you see the message "Any active user can view pages in this space, including users who don't have a Confluence license" at the top of the Space Permissions Screen

Verify the customer accounts:

• Does the customer account exist in Confluence?

Cause

The user has not been synchronised into Confluence, and as such cannot access Knowledge Base Articles until they have been synchronised into Confluence.

When the customer is created in JIRA, any upstream synchronisation (if using an external directory) will occur immediately, however, downstream to Confluence will not.

Resolution

Increase the frequency of the synchronisation time in Confluence:

1. Log into Confluence as a Local Administrator. See Restore Passwords To Recover Admin User Rights for steps on resetting a local administrator account
2. Edit the directory, and change the Synchronisation Interval under Advanced Settings to a shorter time frame

Hopefully that helps.  In regards to the Share with Customer button, please vote on JSDCLOUD-4591 - Ability to disable/enable the 'Share with customer' button to add impact.

Cheers,

Branden

[Douglas - Controladoria]

Hi Branden,

Acredito que o problema realmente estava na sincronização, pois as configurações de permissão estão conforme você mencionou. Um dia após a abertura deste ticket, o problema sumiu.

De qualquer forma obrigado!