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Version: 4.1.0

Troubleshooting

Does the customer need a JSM license to view shared documents?​

No. The Shared Documentation panel in the customer portal is available without a JSM license. However, access to the content of linked Confluence pages depends on the customer's permissions for those spaces.

Why doesn't the customer see new documents without reloading?​

There is no real-time synchronization between the agent panel and the customer portal. Documents are stored in Forge KVS and the portal reads them on load. If the agent adds or modifies documents, the customer must reload the portal to see the changes.

Can I mark more than one document as main?​

No. There can only be one featured document per ticket. When you feature another document, the previous one automatically loses the main document flag.

What happens if a Confluence page is deleted or archived?​

The document remains in the portal list with the original link. If the customer clicks it, Confluence will show an error indicating the page does not exist or they don't have access. It is the agent's responsibility to keep links up to date.

Can I share the same Confluence page across multiple tickets?​

Yes. There is no restriction on reusing the same Confluence page across multiple tickets. Each ticket manages its own independent document list.

Is Confluence search real-time?​

Yes. Each time the agent types in the search field, a query is made to the Confluence API. Results are ordered by last modification date (most recent first).

Does the modification date update automatically in the portal?​

Yes. Each time the customer loads the portal, the app queries the last modification date of each page in Confluence. If the page was modified after being shared, the portal will show the updated date.

What permissions does the agent need in Confluence?​

The agent needs access to the Confluence spaces and pages they want to search and share. The exact permissions depend on the Confluence configuration in each organization. The app only requests read scopes (search:confluence, read:confluence-space.summary, read:space:confluence).

Can the customer see Confluence pages they don't have permission to view?​

No. The link to the document is shared, but access to the content depends on the customer's Confluence permissions. If the customer does not have permission to view the page, Confluence will deny access.

Click the star button again on the document that is currently marked as featured. The flag is removed and no document will appear in the main document section of the portal.