Linked Confluence space as Knowledge Base in JIRA does not work

Victor James Castigo

Hi Support, 

We have linked one Confluence space to JIRA successfully. However, it does work when the space permission > Anonymous Access > View All permission is not enabled. See screenshot below.

When the highlighted setting is enabled, it works. However, the space will be accessible to everyone. We want this space to be accessible to the customers under the same project in JIRA. How can we achieve this?

 

Regards,

Victor

Petter Gonçalves

Hello @Victor James Castigo

Welcome to the Atlassian Community!

Indeed, the view permission to anonymous users is required to allow your customers on a Service desk Application to access your knowledge base in Confluence server. We have the following bug report to fix this behavior:

Knowledge Base for unlicensed users not showing when Confluence does not have Anonymous Access 

Feel free to vote and watch the bug to increase its priority and also receive notifications about its fix implementation.

To work around the bug, you can use one of the following options:

• Assigning the customer account to JSD application access, allow the account to search for articles correctly. Then, revoke the customer account to JSD application access, will continue to allow the account to search for articles correctly. (seems to be a workaround).
  video
  
  

• Set up in Confluence a Jira User Directory. This pulls in all the users (licensed and unlicensed), but since they don't belong to the groups in Confluence with Can Use permissions, then they don't count towards the Confluence license.
  When you set up the User Directory
  1. put it in the last position so Crowd comes first for those users and data
  2. make it Read Only
  3. Set Update group memberships when logging in to Never or for newly added users only

Let us know if you have any questions.