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Linking to a heading on a page does not work

Joseph Narai_g53gqp

I have a confluence space linked as a knowledge base to JIRA Customer Service Desk.

I'm trying to add a link in one page, to a heading on another page.

It works as a confluence user, but when a customer logs in to service desk, the link is broken with:

Not Found

We are having trouble finding that. Check the details and try again.

I can link to the page itself, just not to an anchor or heading.

Accepted answers

Joseph Narai_g53gqp

I found the issue, funnily enough, just after I upgraded to the Standard Plan and opened a support ticket. I tried it again, and it all worked! So, our Confluence plan had downgraded to Free, where the permissions are not available to work seamlessly with the Service Desk!

So, the answer is you need to be at least on the Standard Plan to enable links to headings in articles to work correctly.

Thanks again to Brant for all your help, much appreciated.

All comments

Brant Schroeder

@Joseph Narai Welcome to the Atlassian community

Are they clicking the link in the service desk and it is then breaking? Can you share a screenshot of what you have setup and the error?

Joseph Narai_g53gqp

Correct they are clicking the link in the service desk and it breaks.

Steps to reproduce.

Go to destination article.
Find the heading and click on the copy link button that comes up on the right side of the heading
Go to the source article.
Paste the link in the source article.
Update the page.
Now if you are logged in as a confluence user, clicking on the link in the source article takes you to the destination page and heading.
If you are logged in as a service desk customer that has permissions to view the pages, the link does NOT work
This is the error that comes up.

Joseph Narai_g53gqp

Oh, and one important point. If I just link to the page itself, it works fine. So the customer service desk customer has permission to view the page... but trying to link to a heading on that same page breaks the connection...

I can see that the url is being mangled, and whatever is in that url seems to be what's preventing the link to work.

Brant Schroeder

@Joseph Narai I must be missing something. When I click the copy link and then past it into the article and then click it while logged in as a customer is till resolves to my Confluence article. I am able to see the proper link when it loads in the service desk. Mine shows up as https://xxxxx.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/x/0nCmXT when I hover over it.

Joseph Narai_g53gqp

So, the answer is you need to be at least on the Standard Plan to enable links to headings in articles to work correctly.

Thanks again to Brant for all your help, much appreciated.

Brant Schroeder

Joseph that is not the answer as I tested on a free and paid plan and both worked. My guess is it was something to do with the permissions available in Confluence on the paid plan. Was the space that contains your knowledge base setup as a public space prior to downgrading to the free plan?

Joseph Narai_g53gqp

I'm not sure then. The Atlassian support engineer confirmed that I have to remain on the standard plan for this to work - I guess I could try and downgrade again and see if it breaks again?

All I know is that it's never worked from when I set the space up, and when I started the Standard Trial yesterday it started working. I originally set the space up via the Knowledge Base section of the JIRA Customer Service Desk, and just used their recommended default permissions.

I did try checking and changing a number of permissions in Confluence, nothing worked.

All I know is I followed the advice of their support engineer and started the Confluence Standard Trial, and then when I went to set up the test pages to show them the issue, it all just worked. So, unless they tweaked something without telling me, it just resolved when I upgraded as I didn't change anything else.

This was the reply from the Atlassian support engineer:

Thank you for highlighting the subscription changes for me. Regarding the Confluence Free plan, the option to modify space or page permissions is not available, which explains why the links to other knowledge base articles didn't function as expected. It's understandable that without granular control over access permissions, certain functionalities may be limited.

Therefore, maintaining the Standard plan would be necessary if you require that level of control over space and page permissions.

Brant Schroeder

@Joseph Narai Atlassian support confirmed what I stated. You modified the space / page permissions. If you removed those changes then the kb would work as expected on the free plan. 😀

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