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JSM Customers redirected to Confluence Atlassian Log in page from portal KB article

Matt Baker

If a customer is viewing a Confluence article from the JSM portal and clicks on a link something like the 'edit' button on an attached PDF file...

Screenshot 2021-10-06 170342.png

They get redirected to an Atlassian Confluence log in page.

Screenshot 2021-10-06 170514.png

It will allow them to create an account, but after logging in with that account it says they don't have access to our Confluence instance.

If they click on the PDF icon they are able to download the PDF.

Why is there an 'Edit' button available for the customer? Why does this go to a log in page? Should it just go to an error page saying they don't have access?

I think this will really confuse our customers.

Accepted answers

Matt Baker

I submitted this to Atlassian support. There is already an open feature request for this.

Remove the 'Edit file' button from files attachment thumbnails in KB articles

So until this is fixed I just won't allow any attachments to be included in customer facing KB articles.

All comments

Carlos Faddul_kqcedv

@Matt Baker the space in the questions is Restricted or Private in the configurations ?

https://YOURDOMAIN.atlassian.net/jira/servicedesk/projects/KEYPROJECT/settings/confluence-kb

If the page is Private, will need to login in the space

If the page is Restricted, the users will access directly in the portal.

Matt Baker

When I check the URL you suggested the space where the article is located is set to 'Restricted'. The article itself has no additional restrictions (open padlock)

The customer user can access the article from the portal just fine. The problem is that if they click on the 'edit' button that shows up on an attached document it takes them to the log in screen.

Carlos Faddul_kqcedv

@Matt Baker a solution that some users already used in the company, is make the page to download the files, public / anonymous.

I will make some tests in my particular instance to try some other option

Matt Baker

Thanks for the response. I don't think we want to allow public/anonymous access. I've opened a ticket with support.

Matt Baker

I submitted this to Atlassian support. There is already an open feature request for this.

Remove the 'Edit file' button from files attachment thumbnails in KB articles

So until this is fixed I just won't allow any attachments to be included in customer facing KB articles.

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