External users lost access to the Knowledge Base

[Aldona Akkermans]

Nothing changed to our internal settings and so far, this week, 2 clients reported access issues. 

Did anything change? 

[Nikola Perisic]

Hello @Aldona Akkermans  

First, a difference needs to be defined: https://support.atlassian.com/jira-service-management-cloud/docs/the-difference-between-internal-and-external-knowledge-bases/

[Aldona Akkermans]

Hi @Nikola Perisic this has already been done a while ago and has been working for many years. Only now, this week, visibility issues have been reported. 

[Aldona Akkermans]

I have tested it myself, acting as an external user. I can see all the KB pages, when I click to see the page details, I get redirected to Confluence where it says: You need to be logged in to view this page, with a link to Confluence. 

[Aldona Akkermans]

This has been resolved by unlinking the space from the project and linking it again.