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About Confluence

Confluence is Atlassian’s team workspace for creating, organizing, and sharing documentation. Connecting Confluence to Serval enables automated page management, content workflows, and knowledge sync directly from your service desk.

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What the Confluence integration enables

CapabilityDescription
Automation workflowsCreate pages, manage content, and build custom Confluence workflows
Knowledge SyncPull documentation from Confluence spaces and pages for context-aware answers and relevant document recommendations
Anything defined in the Confluence REST API can be accessed through Serval.

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Prerequisites

  • You must have admin permissions in your Atlassian instance to authorize the connection
  • Your Confluence instance must be hosted on Atlassian Cloud (i.e., accessible at your-site.atlassian.net)

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Connect Confluence to Serval

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Step 1: Initiate the Connection

  1. In Serval, find the team you want to connect Confluence to under Teams
  2. Navigate to Applications → Available → Confluence
  3. Click Connect to begin setup

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Step 2: Enter Your Site Subdomain

You’ll be prompted to enter your Atlassian site subdomain — this is the part before .atlassian.net in your Confluence URL. For example, if your Confluence is at acme.atlassian.net, enter acme.

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Step 3: Authorize in Atlassian

After entering your subdomain, you’ll be redirected to Atlassian’s authorization page.
  1. Sign in to your Atlassian account if prompted
  2. Review the requested permissions
  3. Click Accept to authorize the connection
At this point, Confluence should be successfully connected to Serval.

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Use your own Atlassian OAuth app

By default, Serval connects Confluence through the Serval-managed Confluence OAuth app. If your organization needs to own the Atlassian OAuth app, choose Use your own Atlassian OAuth app in the Confluence setup dialog instead.
1

Create or open an Atlassian OAuth app

Open the Atlassian developer console and create a new OAuth 2.0 (3LO) integration, or open an existing one that you want Serval to use.
2

Add Confluence permissions

Under Permissions, add the Confluence API with the scopes you select in the Serval setup dialog. The Knowledge Base preset (selected by default) requests read access to content, spaces, search, and user/group permissions. The Write Pages preset adds the scopes needed to create and update pages and folders from workflows.Serval always requests offline_access in addition to your selected scopes so it can refresh the access token without requiring you to reconnect.
3

Add the callback URL

In Serval, copy the Callback URL shown in the custom app setup form. In the Atlassian developer console, open Authorization for your OAuth 2.0 integration and paste that value into the Callback URL field.
4

Copy the app credentials into Serval

From the Atlassian integration’s Settings page, copy the Client ID and Secret. In Serval, enter:
  • Display name: A friendly label you choose, such as My Company Confluence
  • Confluence site: The subdomain for your Confluence site, such as acme for acme.atlassian.net
  • Client ID: The client ID from the Atlassian OAuth 2.0 integration
  • Secret: The secret from the Atlassian OAuth 2.0 integration
After you click Connect, Serval starts the Atlassian OAuth consent flow using your app credentials.
The scopes you select in Serval must match the scopes you added to your Atlassian OAuth 2.0 integration. If a requested scope is missing from your app, Atlassian rejects the authorization.

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Knowledge Sync

Once connected, you can use Confluence as a knowledge source for Serval’s help desk agent. The agent searches your synced Confluence content when answering questions, and links back to the original page.

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Setting Up Knowledge Sync

  1. Navigate to Knowledge Base in the Serval sidebar
  2. Select Confluence as a source
  3. Browse your Confluence spaces and select the content you want to sync
  4. Serval syncs the selected spaces and pages automatically
Serval respects Confluence’s document permissions. The help desk agent only returns answers from pages the requesting user has access to.
For more details on managing knowledge sources, see the Knowledge Base documentation.

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Installable Workflows

The Confluence integration includes a pre-built installable workflow:
  • Create Confluence Page — Create a new page in a specified Confluence space with a title, content, and optional parent page
You can install this workflow from Workflows → Installable in Serval, or build your own custom Confluence workflows using the workflow builder.
Need help? Contact support@serval.com for assistance with your Confluence integration.