Admin can search Confluence KBAs on tickets but regular agents cannot

Brady Buttrey

So in the agent side of JSM (not the portal), an admin account is able to find articles using the "Search Knowledge Base" option on an issue. However, regular agents (just non-admins) are able to select and search but no articles will appear in the search. Does anyone know why is may occur? I've read that it could be a user directory issue, but I'm confused as to why admins would be able to do it. 

Dave Rosenlund (Trundl)

Hi, @Brady Buttrey  👋

Are your KB articles in Confluence? Are your agents working in the same domain as Confluence? Was this working before, and stopped?

I'm going to make some assumptions and answer this way: Agents do not need a Confluence license (unless they are creating/editing KB articles), but the Confluence permission scheme needs to permit everyone if the organization (domain) access to view content. 

I'd start by checking your Confluence permission schemes. And if it was working before and has stopped, see if you can discover if something has changed.

Hope this helps,

-dave