Accessing Secrets from JSM

DECember 2023 We have released an improved version with enhanced security of Security and Encryption for Confluence Cloud. Check out the next steps for administrators.

Overview

Secrets macros can now be displayed and used within JSM (Jira Service Management).

This means JSM users can now view Secrets while in JSM without navigating away to a Confluence page.

Prerequisites

Ensure

you have a Confluence Cloud space that's connected to a JSM instance
you have set up a Servicedesk project - https://support.atlassian.com/jira-service-management-cloud/docs/itsm-project-basics/
your ITSM project is connected to a Confluence Knowledge base space - https://support.atlassian.com/jira-service-management-cloud/docs/manage-knowledge-base-permissions-from-your-service-project/
unnamed link must be installed on Confluence Cloud.

JSM and Confluence integration is quite a common configuration but the full details are beyond the scope of this page. It is well documented on Atlassian's website. Here are some helpful links:

Guide

In this common scenario, we will create a Confluence page containing company VPN details, with the VPN credentials stored in Secret macros. The goal is to make this page accessible from JSM so that users can obtain the VPN credentials via the company's IT portal.

Add your Secrets in Confluence space that's dedicated to the JSM instance and create the Secrets in a Confluence page that you want to be discoverable in JSM.

We recommend you enable JSM's "article suggestions" feature which auto-suggest articles that may be helpful when users raise a request in the portal.

These steps are covered in detail on the Atlassian page Set up article suggestions in portal request forms.

Testing article discoverability

Your article should now be discoverable in JSM, but we recommend you conduct a few tests to confirm everything is working.

1 As a standard user
2 As an agent (IT support staff)

As a standard user

search with common terms which would be used for the topic
confirm JSM is suggesting the correct page(s)

raise a ticket and start typing a common phrase for the topic in Summary
confirm that JSM is suggesting the correct page(s)

As an agent (IT support staff)

try to resolve a test ticket for the topic

confirm that JSM is suggesting the correct page(s)

If the user or agent clicks on the suggested link, it should display the relevant page in JSM and the Secrets can be decrypted.