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HELP! I can not get my Knowledge base to be searchable by my clients

Rusty Goodsell

We have a SaaS platform that we created a link to what we are calling a "knowledge base" to where our clients can click on a button that leads them to https://companyname.atlassian.net/servicedesk/customer/portals

When they land here they should be able to enter in subjects that will automatically populate the articles on "How to..." as well as insights etc. The problem is that when they land here, the following pops up and I can not figure it out:

"There’s no help content available here

Try using the search bar to find help articles or request forms."

Why are my articles not showing up?!

HELP! This is impacting our Client Experience currently.

Accepted answers

Joseph Chung Yin

@Rusty Goodsell -

Welcome to your community. Are your kb based from Atlassian Confluence env? If so, then you will need to work your Confluence admins team to allow access to your customers.

In addition, please ensure that you have configured your JSM KB setup is configured properly as per this reference link -

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Rusty Goodsell -

Welcome to your community. Are your kb based from Atlassian Confluence env? If so, then you will need to work your Confluence admins team to allow access to your customers.

In addition, please ensure that you have configured your JSM KB setup is configured properly as per this reference link -

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Rusty Goodsell

@Joseph Chung Yin ok I have my Knowledge Base working again but I am now getting the following message when a client tries to submit a support ticket:

Couldn't send request

You do not have permission to create requests using this Portal.

I also get the following message when they hit Submit a Request or Enhancement:

Couldn't send request

The default assignee does NOT have ASSIGNABLE permission OR Unassigned issues are turned off.

I can not find where in the world I have to go to fix this

Joseph Chung Yin

@Rusty Goodsell -

Who is not able to submit issue via the Portal UI? Does the person a member of your JSM project's ServiceDesk Customer role?

In JSM, one will need to have an agent license to be assigned with issue. Furthermore, one will need to be a member of your JSM project's ServiceDesk Team role.

Hope this helps. I am glad that your KB ask (original ask) is working for you. I assumed that my reference link helped you to resolve the configuration setup properly.

Best, Joseph

Rusty Goodsell

What I am saying is that we put a button to "submit a support ticket" in order for our clients to contact our support team. That said, when the enter the information requested, they receive

Couldn't send request

You do not have permission to create requests using this Portal.

Couldn't send request

The default assignee does NOT have ASSIGNABLE permission OR Unassigned issues are turned off.

Also, I personally am not technical or understand some of the acronyms that you are responding with. Could you please dumb things down for me?

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