Confluence

Confluence is a web-based corporate knowledge base application. Users can create various articles and share them with their teams in their workspace.

Role Required: SDAdmin

Benefits

Reduce logging of similar/repeated incidents.
Instantly provide solutions even before the request is logged.
Access Confluence knowledge base right from ServiceDesk Plus Cloud.

Set Up Confluence Extension

In ServiceDesk Plus Cloud, go to Setup > Apps & Add-ons > Extensions and install the Confluence extension. Alternatively, you can also install the extension directly from ManageEngine Marketplace.
Hover over the extension connection and click Connect.

In the pop-up, select the Confluence site from where solutions must be fetched.

Get Contextual Solutions

In the New Incident form, solution can be searched in the confluence widget, even before raising the incident.

Click a solution to expand and view it from the ServiceDesk Plus Cloud console.

Referred Solution

Users can now attach (and remove) Confluence pages to incident tickets. They can view the attached pages from the Referred Solution view in the right pane.
The confluence solutions can be attached to the incident ticket from the confluence widget by using the Attach option inside the confluence item view.

Attached solutions can be viewed in the Referred Solution view. The user can also remove the solution.

Confluence Space Restriction

Users can now restrict search to specific confluence spaces. This can be done by adding the space criteria to the Confluence Space Criteria extension variable after installing the extension.

Both requesters and technicians can search and view complete Confluence solutions even if they are not members of the Confluence space.

In the right pane, the Confluence search view will fetch only pages that contain content. (Empty pages, attachments, folders, and other types will be excluded.)

After installing the extension, the admin can restrict the confluence solution search to particular space.

To get Space key from Confluence:

Go to Confluence space.
Open Space Settings.
Copy the Space Key.

Use the exact Space Key in the Confluence Space Criteria extension variable.

If the user wants to search from all the confluence spaces, confluence criteria should be set as AND space!=''

If the user wants to add multiple spaces, multiple criteria can be appended to the extension variable.

The Confluence Space Criteria cannot be empty, must be set to criteria, and is both case- and space-sensitive.

Users can fetch pages from SampleSpace using AND space='SampleSpace'. To fetch pages from multiple spaces, they can specify multiple criteria, for example: AND space='SampleSpace01' AND space='SampleSpace02'.