Allow Customer/Organization Access to Knowledge Base through JIRA Service Desk

Question

Hi,

We have successfully linked a knowledge base in our Confluence instance to a JIRA Service Desk project.  For the knowledge base settings (refer to screenshot), we have chosen to allow active users and customers access to the knowledge base without a Confluence license.

However, when a customer logs into the customer portal, they cannot find any knowledge base articles (nothing comes up when they search).  If you log into the portal as a real JIRA user (e.g. a developer in our company that has access to JIRA and Confluence) you can search and find all of the articles.

How can we get this configured properly to allow customers to view knowledge base articles when they do not have a Confluence account?

Thanks.

Gambit ID INC · Answer

Thanks Jobin. After reviewing this page, I have confirmed both Service Desk and the associated knowledge base space in Confluence are both set to allow active users view the pages without a license.   I have also confirmed the Application links are connected without issue in Service Desk and Confluence.  Even with this configuration, however, it is still behaving as if you require a Confluence license in order to search for and view the knowledge base articles from the customer portal.

Jobin Kuruvilla [Adaptavist] · Answer

Check out the permissions in Confluence and the Application link configuration. More details on the troubleshooting section: https://confluence.atlassian.com/servicedeskcloud/serving-customers-with-a-knowledge-base-732528995.html#Servingcustomerswithaknowledgebase-Troubleshootinglinks