HELP! I can not get my Knowledge base to be searchable by my clients

[Rusty Goodsell]

We have a SaaS platform that we created a link to what we are calling a "knowledge base" to where our clients can click on a button that leads them to https://companyname.atlassian.net/servicedesk/customer/portals

When they land here they should be able to enter in subjects that will automatically populate the articles on "How to..." as well as insights etc. The problem is that when they land here, the following pops up and I can not figure it out: 

"There’s no help content available here

Try using the search bar to find help articles or request forms."

Why are my articles not showing up?! 

HELP! This is impacting our Client Experience currently. 

[Joseph Chung Yin · Accepted solution]

@Rusty Goodsell -

Welcome to your community.  Are your kb based from Atlassian Confluence env?  If so, then you will need to work your Confluence admins team to allow access to your customers.

In addition, please ensure that you have configured your JSM KB setup is configured properly as per this reference link -

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Rusty Goodsell]

@Joseph Chung Yin  ok I have my Knowledge Base working again but I am now getting the following message when a client tries to submit a support ticket:

Couldn't send request

You do not have permission to create requests using this Portal.

I also get the following message when they hit Submit a Request or Enhancement:

Couldn't send request

The default assignee does NOT have ASSIGNABLE permission OR Unassigned issues are turned off.

I can not find where in the world I have to go to fix this

[Joseph Chung Yin]

@Rusty Goodsell -

Who is not able to submit issue via the Portal UI?  Does the person a member of your JSM project's ServiceDesk Customer role?

In JSM, one will need to have an agent license to be assigned with issue.  Furthermore, one will need to be a member of your JSM project's ServiceDesk Team role.

Hope this helps.  I am glad that your KB ask (original ask) is working for you.  I assumed that my reference link helped you to resolve the configuration setup properly.

Best, Joseph

[Rusty Goodsell]

What I am saying is that we put a button to "submit a support ticket" in order for our clients to contact our support team. That said, when the enter the information requested, they receive  

Couldn't send request

You do not have permission to create requests using this Portal.

or

Couldn't send request

The default assignee does NOT have ASSIGNABLE permission OR Unassigned issues are turned off.

Also, I personally am not technical or understand some of the acronyms that you are responding with. Could you please dumb things down for me?

[Joseph Chung Yin]

@Rusty Goodsell -

You should check your project role assignment via project >> Project settings >> People to check if the customers in question are assigned with the Service Desk Customers role

In the same UI, make sure the issue assignee is associated with Service Desk Team role.  This role will contain all the users are "Agent" for your JSM env.  Agent users counts against your JSM purchased licenses, but customers are free.

In addition, check on how your JSM project's Customer permissions is configured -  Project settings >> Customer permissions

In the above image, this setting allows one to hide or expose project display in the portal.  In the this case, only customers associated to the project can see the project via the portal.

Here are a few more Atlassian references links on project roles and on Assignee permission error message -

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

https://confluence.atlassian.com/jirakb/agents-and-customers-are-not-able-to-raise-requests-in-a-jsm-project-via-any-channel-the-default-assignee-does-not-have-assignable-permission-or-unassigned-issues-are-turned-off-1189507485.html

Hope this helps.

Best, Joseph

[Rusty Goodsell]

YOU DID IT JOSEPH! Way to go. You got the most non technical person on our team to solve the problem. You should get a raise. 

[Joseph Chung Yin]

@Rusty Goodsell -

Excellent news.  Glad that my suggestions helped you to resolve your issues.  Please click on "Accept Answer" when you have a chance, so others with similar question will see this post as answered.

Best, Joseph