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Permissions between Confluence & Jira Service Management

Siobhan O_Leary Donkin

Hi,

We are new to Jira Service Management and really struggling to set it up despite months of work.

We have a number of company management Spaces with which we have given different clients permission to. Raising tickets and permissions is working for everything except access to our Knowledge Base.

We have linked the Knowledge Base for each Space to our central Knowledge Base.

This is currently set up with the following permissions

Screenshot 2026-03-09 160947.png

The space permissions for the Knowledge Base say:

Screenshot 2026-03-09 161542.png

We have tried various different settings but our clients can't open the links we've added to our portal or joining emails. They see the page briefly but then get:

Screenshot 2026-03-09 161139.png

Despite reading lots of documentation we can't seem to get it right.
We want users to read our Knowledge Base articles from within the self service portal.

Furthermore, some links seem to open Confluence (which we don't want) and some open still within our company portal (but can't be seen). Can anyone advise the proper way to copy links?

Also, is there anyway to get Support from Jira itself? I tried the form here https://support.atlassian.com/contact#/ but it says contact your admin (which I am!)

Thanks in advance, Siobhan

Accepted answers

All comments

Arkadiusz Wroblewski

Hello @Siobhan O_Leary Donkin

This usually happens when JSM knowledge base access and direct Confluence space access are being mixed.

A user may be able to view the article fine through the JSM portal / help center, but still get No access if they open the normal Confluence page URL directly.

So I would check how the article link is being shared, whether they are opening the KB/article link or the raw Confluence link, the permissions in the linked Confluence space and the knowledge base permissions on the JSM side.

The setup may be okay for portal article access, but not for opening the page directly in Confluence.

matthew barrett

To get Confluence links, add them to your portal in the form of topics. Copy the links from there, even if you don't intent to use the Topics layout.

You should end up with links that look like the below, and when you click on the link it should open the Confluence page inside the portal and not do a full redirect to the Confluence site.

https://<yourdomain>.atlassian.net/servicedesk/customer/topic/806999ff-4ad7-4800-a323-bfe168b16apo

If your links are like the one below, then users are going to be fully redirected to Confluence and can't view the article without Confluence licenses, just like Arkadiusz said.

https://<yourdomain>.atlassian.net/wiki/spaces/SUP/pages/111504449/HITS+-+KPIs+and+Metrics

Siobhan O_Leary Donkin

Thanks both for the prompt response! Some helpful clarification there re the links.

Regarding the topics - we are using links in the way suggested and have added topics to our portal. The links look like: https://[domain].atlassian.net/servicedesk/customer/article/64389123?source=topic

The link opens correctly in the portal (not Confluence) and briefly loads (the client can see the text). It then flashes a couple of times, goes white and we get an endless 'whirl' and a "we can't show this page" message. Screenshot below, any ideas?

Screenshot 2026-03-10 084712.png

Arkadiusz Wroblewski

@Siobhan O_Leary Donkin

that additional info points less to a bad link and more to an access mismatch.

If the article link is already the proper portal KB link, then I would check whether the affected users actually have the right customer/account type for that knowledge base setup.

The main things I would review are:

whether they are portal-only, guest, or regular users ?

the Knowledge base visibility setting in JSM ?

the Confluence space access, especially Any active user can view this space ?

So from your latest update, I’d lean toward the permissions model being the blocker, not the URL itself.

Siobhan O_Leary Donkin

Thank you! Some follow up questions

whether they are portal-only, guest, or regular users ? Where do I check this? The clients are logged in and can raise tickets. We added them to our account by going to the Space / Customers / Add Customers. They are assigned to an Organisation that we added in the same way.
I am concerned now that we should be adding them to following group jira-servicemanagement-customers-[domain] - but will this incur a license? If so, I don't know how to do this because when I try to Add User to the group, my clients don't appear.
the Knowledge base visibility setting in JSM ? This is set at "Anyone can view" in each Space
the Confluence space access, especially Any active user can view this space ? Do we need to add individual clients to access this? We have it set so that Anonymous Access is enabled. See below (and we also have "Allow public links for this space" ticked)

Is it possible we have a bigger issue in that we need to review how we are adding clients to our site? In brief, we have:

A number of "Website support packages" - we are using Spaces for this, clients can raise tickets against package
Client can be in more than 1 Space, we are adding them to a space and Organisation

We have a central Knowledge Base that we are then assigning to each portal.

Are we approaching this correctly?

Thanks, S

Trudy P Claspill

Hello @Siobhan O_Leary Donkin

There is not a general purpose support phone number provided by Atlassian except for customers on their Enterprise plans.

You should be able to open a technical support case with Atlassian Technical Support here:

https://support.atlassian.com/contact/#/

If needed the Atlassian team member can arrange a screen sharing session with you after the case is opened.

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