user/ agent unable to access confluence knowledge base

[Camille Ledda]

Hi, 

i have an agent that cannot see knowledge base articles. what are some possible reasons that she cannot see them? 

[Mia Tamm _Simpleasyty_]

Hi @Camille Ledda,

There are a few common reasons why an agent might not be able to see knowledge base articles in Confluence:

• Space permissions – Make sure the agent (or the group they belong to) has at least view permissions for the Confluence space where the knowledge base articles are stored.
• Page restrictions – Even if the space is open, individual pages may have restrictions that block certain users.
• Product linking – Check that your Jira Service Management project is properly linked to the Confluence knowledge base under Project settings > Knowledge base.
• Licenses – Agents who need to view articles directly in Confluence require a Confluence license. If they only need access via the customer portal, ensure the space permissions allow it (e.g. “jira-servicedesk-users”).
• Sync/indexing delays – Newly created articles may take some time to appear in the portal search.

I’d recommend starting with space permissions and confirming that the JSM project is correctly linked to the Confluence space.

Hope this helps!

— Mia Tamm

[Jayesh Raghuvanshi]

Hello @Camille Ledda 

The issue you are getting can be due space level permissions, page restrictions, KB access setting in the linked JSM project or anonymous access

Follow below checklist to investigate

• Check the Confluence Space Overview Permissions
• Check the Parent Page restrictions
• Verify who can view setting in your JSM project
• Check space permissions
• Check anonymous permission

Thanks
Jayesh R