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Why can't people search without licenses on the Confluence site but they can on the customer portal?

Andrew Lee_q2tn2h

Hi All,

My company uses Confluence as a knowledge base but only some users have a license in order to create and edit articles. We have been running into an issue where users without a license are unable to use the search bar function in order to find articles in our knowledge base. I have a license and I am able to use the search bar to find articles perfectly fine.

Is there a reason that people without licenses are not able to use the search bar or is this an issue with Confluence?

Accepted answers

Kishan Sharma

Hi @Andrew Lee If the anonymous access is not enabled, the KB articles can't be seen by users who don't have confluence license. If its an internal knowledge base and your employees (without confluence license) needs access to it, you will need to enable anonymous access.

All comments

Rob Horan

Have you enabled anonymous access?

Andrew Lee_q2tn2h

Hi Rob,

Anonymous access is disabled because this is an internal knowledge base.

All employees are JSM customers and have accounts.

Kishan Sharma

Andrew Lee_q2tn2h

Hi Kishan,

Thanks for your response.

From the complaints I've gathered, employees already do have access to the KB articles, but they aren't able to utilize the search box to find content.

Is there a way to enable anonymous access but still restricting the KB to internal users only?

and if we do enable anonymous access, will the employees who are logged in as JSM customers be able to utilize the KB or will they need to open an incognito window (not logged in) in order to use the search bar and view the KB?

Kishan Sharma

Hi Andrew,

The knowledge base recommends articles to customers and agents using keywords it pulls from the Summary field of a request. So when a customer types something in the Summary field of the request type, they will be shown articles based on the keywords they type. Refer below screenshot -

As per this link, Users who don't have a Confluence license can't read knowledge base articles unless you allow anonymous access in the knowledge base space.

So if you allow anonymous access, any user can access the KB article and clicking on the KB suggestions link will open the article in new browser tab.

If the customer doesn't have view permissions (ie if you have set page restrictions) they won't be able to view the KB article. You can also restrict articles with labels. Refer this link for details.

Hope this helps.

Andrew Lee_q2tn2h

Hi Kishan,

Thank you for your quick responses. Is enabling anonymous access really the only solution to this?

I was checking my settings in Space Settings - Permissions, and it states this:

Any active user can view this space

Any active user can view pages in this space, including users who don't have a Confluence license. This was enabled through Jira Service Management so people can view knowledge articles when raising a help request.

Shouldn't this allow unlicensed users to access and search in the KB?

ERIK GAUDIN

I got the same issue.

We are using Confluence Cloud, but only provide acces to our gSuite user.

They all can browse our Wiki, but can't search at all.

If we enable Anonymous, I presume any Atlassian user will be able to search on our Wiki?

We want to give user ability to search content, as we have lot of licenses users who populate note and guideline in our internal Wiki. Some of the information there need to be restricted to only our Employees (gSuite).

How can we achieve that without needing to assign licenses to user for giving them ability to search?

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