Has anyone else seen previously shareable KB articles now "locked" as an Internal Article?

[Adrian SMYTH]

We are seeing changes in the behaviour of sharing KB articles on a ticket without anything having changed by Admin on JSD or Confluence.

This is on old and new view.

[Sarah Martin · Accepted solution]

We have noticed this issue as well. Our workaround until this can be addressed is to open the KB article and use the "copy" (beside "shareable URL" link) and paste it into the reply to customer. We've tested this and the customer is still able to view the article from that link, even though it is not titled as it usually is when using the previous Share option from within the open ticket - which is the preferable (and quicker!) way to share KB articles with customers, so hopefully this can be fixed soon!

[Adrian SMYTH]

Thanks for the reply Sarah, this helps confirm that there is potentially a bug. I've opened a support ticket with Atlassian.

[Josana de Hesselle]

Yes, we have this issue occurring today too. Thanks for the workaround @Sarah Martin , I was wondering if that would work.