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Follow this step by step guide for linking Jira Service Desk to a Confluence knowledge base, so that customers can help themselves and agents can share their expertise.


1. Install Confluence

User: JIRA ADMINS  

You'll need Confluence 5.10 and above and Jira Service Desk 3.1 and above to access knowledge base features. Get the latest versions of each for all the bells and whistles. 

Steps 

  1. Install the latest version of Confluence. 
  2. Have the same user base in both Jira and Confluence by one of the following methods:
  3. Check that you're an administrator in both Jira and Confluence. 

Good to know

Having the same user base in both Jira and Confluence means you won't have to manually create and maintain customer accounts.

2. Get the right number of Confluence licenses

User: JIRA ADMINS  

Your service desk agents will need a Confluence license to create and edit knowledge base articles. However, service desk customers won't need a Confluence license to view articles.

Good to know


3. Link Jira Service Desk to Confluence

User: JIRA ADMINS  

Linking two applications allows you to share information and access one application's functions and resources from within the other.

Steps

  1. Go to Jira Administration  > Applications > Application links.
  2. Enter the URL of your Confluence site and select Create new link.
  3. Check The servers have the same set of users, to configure using OAuth (with impersonation) authentication.
  4. If you're not an admin on both servers you won't be able to set up a 2-way (reciprocal) application link. If you want to go ahead and create a 1-way link anyway, clear the I am an administrator on both instances checkbox.
  5. Use the wizard to finish configuring the link.

Good to know


4. Learn about knowledge base settings and permissions

The permissions you set in Confluence determine whether (or not) your agents can create articles and if your customers can view them. 

Read Knowledge base settings and permissions to decide what you need.


5. Link your project to a Confluence space

User: PROJECT ADMINS  

When you link a Confluence space to your service desk project, agents can search for solutions and create new articles for common requests. Customers can then use the articles to self-service problems. 

There are two ways to link your service desk to a Confluence Space:

Link to an existing space 

  1. Go to Knowledge base > Link existing space.
  2. Select the space you want from the dropdown. 
  3. Choose the link Define who can view knowledge base articles to set permissions.

You can also unlink or change spaces in Project settings  > Knowledge base.

Link to a new space

  1. Check you have Confluence admin and Create space permissions.
  2. Go to Knowledge base
  3. Select Create new space
  4. Congratulations, you have created a new Confluence space.

Good to know


6. Write and search for knowledge base articles

User: SERVICE DESK AGENTS 

Once you've linked to a Confluence space, agents are ready to start writing and sharing knowledge with customers and teammates.

Read Write and search for knowledge base articles to learn how to do this. 


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