Users unable to see Service Desk kb articles when creating ticket in portal

[Marguerite]

We have certain users who do not get the Confluence kb article list creating when typing in the summary in a ticket in Service Desk. 

Also, if I am click on the KB option in a ticket and want to add an article to the ticket there is a lock next to it so and I can not share as a comment.

What I see in common with this is that the user's account invitation has not been accepted on their end. Would this be a cause for this.

From what I can tell whether they accept an invitation or not they are still using a license so it is not a licensing issue. Correct?

[Fabian Lim]

Hi @Marguerite Jackson

There is a very good article here that explains how the licensing works for customers to access the portals. You  an make access anonymous or assign them depending on your needs 

Link: https://community.atlassian.com/t5/Jira-Software-questions/Service-Desk-new-users-signing-up-consume-a-seat-on-the-license/qaq-p/801349