Users can't see linked space articles

Question

We have many users who are portal-only customers, and they are required to log in to our Jira Service Desk to log tickets. I want them to be able to search for and find knowledge base articles to for greater self-service, deflect tickets, and reduce the time we need to bounce tickets back to the portal-only customer.

I've created a Confluence space, written a couple of articles, categorized them, and linked it successfully in Service Desk. I've enabled anonymous access in global permissions in Confluence, I've enabled anonymous view access to Confluence in the space settings. In short, I've followed all the documentation on linking Jira Service Management and Confluence together.

When I log in with a licensed seat, I see the articles from the help portal:

When I log in with a portal only customer, I do not see the articles:

I can use private browsing to see the entire Confluence space without requiring authentication. I can read the articles I published, so I think guests have sufficient access to the space and articles:

How do I enable guests to see the articles in the Jira Service Management portal?

Marc -Devoteam- · Answer

HI @andrew_vanderstock

Welcome to the community.

As I described it, this is no an option how you want ot see this, this is be design.

If you grant Guest Access this override override JSM unlicensed access.

It is Confluence’s policy that guests in Confluence can only access one space. This supersedes any unlicensed access that JSM users have to associated knowledge base spaces in Confluence.

This means that JSM users could lose access to knowledge base spaces in Confluence if they’re also added as a guest in that instance.

So if you want to have the articles visible on the portal, disable guest access to Confluence for users that use the portal and need to use the KB articles.

andrew_vanderstock · Answer

And to be clear, I have four JSM projects, but only one Confluence space. This issue affects both of the projects I've enabled Confluence integration.

andrew_vanderstock · Answer

Hi there,

As I described, I have enabled anonymous access. In Mark's article, there are four options:

- Upgrade the guest to a licensed user (can't)
- Make sure the guest has access to the knowledge base space (done - see screenshot of anonymous access to the space)
- Make the knowledge base space public (allow anonymous access) (done - see screenshot of anonymous access to the article)
- Host knowledge base content in a separate Confluence instance from where the guest needs to collaborate. (I don't need them to collaborate, I just need them to see the articles).

So there's probably just one little step that I'm missing, and I'm not sure where it is.