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Version: 6.0.0

Introduction

Portal Docs Hub for JSM is a Forge app for Jira Service Management Cloud that enables agents to attach Confluence pages to a ticket and share them with the customer in the self-service portal.

Portal Docs Hub Logo

How it works​

The app consists of two panels:

  • Case Documentation: agent panel in Jira for searching, selecting, and managing Confluence pages.
  • Shared Documentation: customer panel in the portal to view the case's shared documentation.

In addition, the Case Documentation Jira field lets you edit that same list on transitions and when creating the issue.

Day-to-day flow​

In practice:

  1. The agent searches Confluence pages from the ticket and adds them to the shared list.
  2. The customer opens the ticket in the self-service portal and views the links in Shared Documentation.
  3. If the agent adds or updates documents, the customer must reload the portal to see the changes.
  4. The interface is shown in English or Spanish according to the language configured in Jira.

Key features​

  • Confluence search by title with space filter.
  • URL import: paste a Confluence URL to add the page directly.
  • Featured document: mark a document as main so the customer sees it first.
  • Last updated date: shows when each document was last modified.
  • Document audit: each document shows who added it and when, with a deletion history visible only to the agent.
  • Documentation on transitions and issue creation: the agent adds, removes and features documents from the Case Documentation field, on the same list as the panel. See the guide.
  • Workflow validator: the administrator can require a minimum number of documents, allowed Confluence spaces or a featured document to make a transition. See Documentation validator.
  • Origin for Automation for Jira: each inclusion records whether it happened at issue creation, on a transition or from the panel, so rules can branch with native triggers. See Automation for Jira.

Who is this for?​

  • Support agents: share relevant documentation with customers without leaving Jira.
  • Customers: access case documentation directly in the self-service portal.
  • Jira administrators: require documentation in the workflow and automate actions when documents are shared.
How to get this app?

Portal Docs Hub for JSM is not yet published on the Atlassian Marketplace. You can install it immediately using the following link: Install Portal Docs Hub for JSM.

Prerequisites:

  • Jira Administrator or Site Administrator permissions to install the app.
  • Internet connection and access to your Jira Cloud instance.
  • Jira Service Management enabled on the site.

See the Installation Guide for detailed steps and site verification.

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