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Jira service desk confluence license issue

DSI Articque

Hello,

We currently have a Jira Service Desk server running to do the support for our customers.

We purchased a Confluence license to add a knowledge database. But we are having trouble to give everyone the access.

As stated on Atlassian's website : "You only need a Confluence license for team members who create articles for your knowledge base. Your customers and team can view the articles for free.". The problem is if I do not add the customer's account to the confluence-users group they do not have access to Confluence at all, but if I do so it takes up a license.

What I am doing wrong ? How can I give access to the various confluence spaces to my customer without it taking all my licenses ?

Accepted answers

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laralg

Hello Articque,

This is a bit of a tricky question because is a little bit hard to configure. With confluence, only users with a license can browse articles and write them. But joined with service desk, they can browse confluence BUT throught Service Desk, they have to see the knoledge base articles in the portal, they cannot go to confluence and browse it at free will unless you have made your confluence public. In which case everyone (on the internet) can check it out, but only the users that have a license can write articles.

What Service Desk does, is work as a "window" for customers to confluence so they can see the articles that you have made avaiable in your service desk.

Hope this links helps you:https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

Regards

DSI Articque

I am going to read the page you linked in your answer but here is the problem :

Even if the customers search through the portal the cannot get any results unless they are in the confluence-users group. Once they are in, the portal gives them answers for their searches.

DSI Articque

So after reading this article I remembered that Confluence as global permissions as well. So I added my various clients groups to the global permissions and now the search in the portal does give the right results.

However, when I go to Licensing information in the confluence administration, it still says that I have to many registered users for my license.

Lucy Adeke

Hi Articque,

Check that you removed your customers from the confluence-users group and that their groups have "can use" rights within global permissions.

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