Public Confluence / restricted Service Desk?

[a_lebedev]

Hi everyone, 

I would like to know if the following setup is possible:  setting up a public Knowledge Base on Confluence and linking it to a Jira Service Desk that is not open to the public.  The idea is to fill the Knowledge Base with articles with different permission levels: a) accessible by anonymous users b) accessible by logged in customers (Service Desk users viewing the articles using the Service Desk customer portal) c) accessible internally.  

The second requirement is that only logged in customers should be able to open tickets / issues.

What is unclear to me is, if I create a public Confluence space, does that affect the permissions for the Jira Service Desk?  What is the relationship there? 

Is the setup I described above feasible?  If yes, what do I need to do to set it up this way?  If no, what are the possible workarounds? Thanks in advance! 

[Deleted user · Accepted solution]

Hi @a_lebedev ,

You can check out Scroll Viewport for Confluence Cloud which allows you to create a knowledge base from your documentation, and integrate it with Jira Service Desk so users can create support tickets whilst reading your help documentation on the knowledge base.

Here's a link to the app: https://marketplace.atlassian.com/apps/1211636/scroll-viewport-for-confluence?hosting=cloud&tab=overview

The app is pretty new, so it's currently not possible to offer different permission levels or to have the whole knowledge base behind a log in. But this is on our radar and something that will be coming to the app over the coming months.

If you'd like to speak more about your use case, let me know :) and then we can always keep you updated with when the features you've mentioned above are live.

Thanks,

Gabriella

[a_lebedev]

Hi @[deleted] , thanks for the tip! We're still in the process of investigating our options, but I'll keep this in mind!

Cheers,

A.Lebedev

[a_lebedev]

@[deleted] , could you please say whether the help center is optimized for mobile users, as well?  The Marketplace page doesn't say anything about that.  Been running into a lot of Confluence limitations for mobile users.

[Deleted user]

Hi @a_lebedev,

Yes the help center theme is optimized for mobile too. You can check out our documentation here to see how it looks on your device: https://k15t.scrollhelp.site/scroll-viewport/. 

Thanks,

Gabriella

[Krzysztof Daukszewicz [CoreSoft Labs] · Accepted solution]

There shouldn't be any problem in such a setup.

The rules for Confluence-JSD integration are actually pretty simple:

If someone has access to JSD and Confluence, he will be able to access the knowledge base articles in JSD and create requests.

If someone hasn't got access to JSD and has access to Confluence, he won't be able to get inside JSD at all.

If someone has access to JSD and hasn't got access to Confluence, he won't be seeing the knowledge base articles but will be able to access the customer portal and create requests.

[a_lebedev]

Thank you @Krzysztof Daukszewicz [CoreSoft Labs] , that would be great.  Just to clarify the last statement you made, though, if you create a JSD KB, that's a way to enable folks with JSD access but no Confluence access to see the KB content, right?  That's what I'm getting from all the documentation, but your statement seems to contradict it.

Thanks!

[Krzysztof Daukszewicz [CoreSoft Labs]]

I'm 99% certain that restrictions still apply, so if you limit the access in Confluence it should stay limited on JSD side. At least that's how it works in server deployment...