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Service Desk Customers unable to search in public space

Jesper

I don't know if this is a setting or if something has changed within the last few weeks - but we have this odd issue in Confluence.

Setup

We have a service desk for our customers, where they can ask for help. (Customer login required)
To support that, we have a knowledge space in Confluence that is publicly available for all to see (no login required).

Problem

If they are logged in to our service portal, they can't search in confluence. Like if they don't have permission, and they get zero results.
If they log out of the Service Portal, it works as expected, and they get search results.

Bug or incorrect permission?

Have we set a permission incorrectly somewhere? Because I haven't been able to find anything regarding search.
Or is this a bug? If it is, how can we get it solved quickly?

Accepted answers

All comments

Marc -Devoteam-

Please check the following settings in the JSM project.

Who is able to view articles

Go to Service project settings () > Knowledge base
Select Who can view dropdown
Select one of the options.

Anyone , If you don’t see or can’t select the option Anyone, please ask a Confluence administrator to enable the global anonymous access settings.
All logged-in users
Only Confluence users

and check the permission settings in Confluence.

If your KB space is available publicly, anonymous access
1. Go to the linked KB Confluence space
2. Select Space permissions
3. Anonymous access permission can then be verified from the Anonymous Access section within the space permission
If your KB doesn't need to be available publicly.
1. Go to Confluence and select the system settings
2. Select Global permissions
3. Select Anonymous access
4. Select Edit
5. Uncheck the box under Use Confluence

All steps can be reviewed in the documentation as well.

Documentation

Jesper

Hi Marc,

Thank you for the quick reply.

For your guide:
Service Portal Knowledge base access

Confluence Knowledge base access

This is what you are referring to?
From my knowledge and the articles available, this should be correct.
I'm also quite sure it worked after our migration a few weeks ago.

Marc -Devoteam-

Hi @Jesper

Is you Confluence global permission also enabled for anonymous access, as this is required based on the option you have set?

Global Permission setting in Confluence, that should be enabled: "Use Confluence" (I don't)

Screenshot 2024-01-24 at 10.02.11.png

I never use this setup. I always use the second option, to not have my whole Confluence to be set anonymous accessible.

Global Permission setting in Confluence

Screenshot 2024-01-24 at 10.01.59.png

Jesper

Hi @Marc -Devoteam- ,

Just for my understanding, does your Confluence require a user to log in to access any space/page? Or am I misunderstanding?

We have a single space that is open to the public, the reset is log-in required.
So indeed, I do have it set so Anonymous Users can use Confluence.

And the space works, they can access it and browse it - they just can't search if they are logged in to the Service Portal.
To me, it seems like Atlassian keeps our customers logged in and gets confused over permissions.

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