Permissions between Confluence & Jira Service Management

[Siobhan O_Leary Donkin]

Hi, 

We are new to Jira Service Management and really struggling to set it up despite months of work.

We have a number of company management Spaces with which we have given different clients permission to.  Raising tickets and permissions is working for everything except access to our Knowledge Base. 

We have linked the Knowledge Base for each Space to our central Knowledge Base. 

This is currently set up with the following permissions

The space permissions for the Knowledge Base say:

We have tried various different settings but our clients can't open the links we've added to our portal or joining emails.  They see the page briefly but then get:

Despite reading lots of documentation we can't seem to get it right.
We want users to read our Knowledge Base articles from within the self service portal.  

Furthermore, some links seem to open Confluence (which we don't want) and some open still within our company portal (but can't be seen).  Can anyone advise the proper way to copy links?

Also, is there anyway to get Support from Jira itself?  I tried the form here https://support.atlassian.com/contact#/  but it says contact your admin (which I am!)

Thanks in advance, Siobhan

[matthew barrett]

To get Confluence links, add them to your portal in the form of topics. Copy the links from there, even if you don't intent to use the Topics layout. 

You should end up with links that look like the below, and when you click on the link it should open the Confluence page inside the portal and not do a full redirect to the Confluence site.

https://<yourdomain>.atlassian.net/servicedesk/customer/topic/806999ff-4ad7-4800-a323-bfe168b16apo



If your links are like the one below, then users are going to be fully redirected to Confluence and can't view the article without Confluence licenses, just like Arkadiusz said.

https://<yourdomain>.atlassian.net/wiki/spaces/SUP/pages/111504449/HITS+-+KPIs+and+Metrics

[Arkadiusz Wroblewski]

Hello @Siobhan O_Leary Donkin 

This usually happens when JSM knowledge base access and direct Confluence space access are being mixed.

A user may be able to view the article fine through the JSM portal / help center, but still get No access if they open the normal Confluence page URL directly.

So I would check how the article link is being shared, whether they are opening the KB/article link or the raw Confluence link, the permissions in the linked Confluence space and the knowledge base permissions on the JSM side.

The setup may be okay for portal article access, but not for opening the page directly in Confluence.