JSM knowledge base access issue

[Brent Lee]

I am having problems with knowledge base access for internal employees without Confluence licenses. I have followed what I see online and still am running into issues. I have set the permissions for the knowledge base to be "All logged in users". I have also removed the guest space for the user I am testing with to avoid any overlapping defaults. What could be the issue?

guest access below:

[Arkadiusz Wroblewski]

Hello @Brent Lee 

Is the affected user trying to open the KB article from the JSM portal/help center, or directly from the Confluence space/page URL?

Best,

Arkadiusz 🤠 ☀️ 

[Brent Lee]

They are opening via the portal.

[Arkadiusz Wroblewski]

Hello @Brent Lee 

"All logged-in users" setting is only part of the puzzle. Check the global toggle under Confluence admin - Settings - Security - JSM access and make sure "Use Confluence" is enabled. Without this, unlicensed JSM users won't have KB access.

Next, double-check under Space settings - Channels & self-service - Knowledge base that "Who can view" is correctly set to "All logged-in users."

Finally, have the user test the article through the Help Center portal path rather than a direct Confluence URL, and verify in User Management that they aren't accidentally restricted by Confluence guest settings.

Go with that and let us know outcome.😉

Best,

Arkadiusz🤠