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My service desk customers cannot access knowledge base

Peter Kaiser _Admin_ · 2018-08-15T12:09:37+00:00

Setup: * Jira (software and service desk) Server installation * Confluence server installation * Established application link in both directions * No "user sharing" from jira to confluence Steps: * Created service desk project * Matching knowledge base space in confluence was created from service desk * Created some…

Peter Kaiser _Admin_

Setup:

Jira (software and service desk) Server installation
Confluence server installation
Established application link in both directions
No "user sharing" from jira to confluence

Steps:

Created service desk project
Matching knowledge base space in confluence was created from service desk
Created some articles in KB space
Set knowledge base access in service desk project to "all active ..."
Invited customer

Problem:

When I log in as agent I can search (from service desk) and find the KB articles and can open them in a popup in jira service desk (and copy the link).

When I log in as a customer I can create tickets as expected in the service desk project. But when I search for KB articles none are found. If I access the copied link I get an article not found message.

Documentation states that the customer should be able to search and display the KB articles in this szenario.

I asked it in the community and got the answer to activate anonymous access. My answer and disagreement to this is :

I don't think so. If you have to enable anonymous access to the knowledge base then why is there at the top of the permissions a special entry "All active users ... this was activated by service desk ..." (translated by me from german). It doesn't make any sense that jira service desk activates some super special kind of permission if you have to allow anonymous access anyway.

Also in service desk under knowledge base it is stated that all customers have access, even without confluence license. If it were needed to enable anonymous access to achieve this, service desk would have done it when creating the KB space inconfluence.

And by the way, if showing the knowledge base article is done in a popup in jira, why is access of the user to cinfluence even needed? Jira can (and seemingly does) pull the content via the application link and show it without ever handing the user over to confluence.

Accepted answers

All comments

Danyal Iqbal

Sorry, but your questions are irrelevant. The scenario above works as stated in the documentaion. Please go through the documentation and your permissions again.

"Allow anonymous access" is meant for a different use case. It is only a workaround for your use case. However your use case is already covered in the documentation. https://confluence.atlassian.com/servicedeskcloud/serving-customers-with-a-knowledge-base-732528995.html

Peter Kaiser _Admin_

I did exactly that. I even created the KB Article from jira service desk. As you can see in the screen shots it should work:

Service Desk Kowledge Base Configuration:

And here the permissions of the KB space in confluence:

Now if we enter the customer portal as AGENT and search for "testbug" we find the KB article:

Doing the same as a customer (with no Jira or Confluence license) we don't find the KB article:

Danyal Iqbal

Hi, Your permission model looks ok. I was expecting a screenshot of the Global Permission page as well:) Can you check if Unlicensed Access is allowed in confluence?(since customers dont have any license).

Peter Kaiser _Admin_

Looks good to me:

Gary Fitzgerald

I know this is old but I have the same problem. Did this ever get resolved? If so, please share the answer.

Thanks

Jennifer Volpe_0r9rs6

please help this also happened to me

Danish Mehta

Same error for me. Please help.

Network Administrator_gog3ht

Receiving the same here also. A fix would be great

Paul Clegg_na0bmw

Also having the same issues with new users of the service desk. Did this get resolved?

Jianhui Ho

I believe I am having the same issues. Any fix or way to diagnose?

It works for licensed users, but not for 'service desk customers'.

Using a direct /display link works. So I'm guessing something is wrong with how jira searches for the url.

Paul Fechner_git1xz

I am having the same issue

Jianhui Ho

I observed that using a direct link from Confluence is ok. Opening the article via service desk is not ok.

Do any staff respond or watch this thread or should I start a new one? Haven't seen any replies.

J Schlafer

Has anyone made progress regarding the issue outlined above? I am experiencing the same issue. All permissions appear to be set as outlined in the Atlassian documentation however no suggested knowledge base article content appears when searching as a 'jira-service-desk-user'.

Holger Lehmann [catworkx GmbH]

Here ist what I could find out so far.

Given this:

Jira <-> Confluence Applink with OAuth with Impersonation
JSD Configured properly
- KB registerd
- All active custoemrs ... can access KB withoug CF license is on
Confluence entries KB created
Confluence Anonymous Use is off
Confluence Anonymous View is off

You need to do the following to allow the Customers to access the KB articles

Create a Jira User Server entry for Confluence
Add Jira Crowd as a User Directory and point it to the JSD
- Move the new Jira Crowd connector to the very bottom to ensure it does not clash internal and/or AD users
- Take special case about duplicate "admin" user accounts !

From now on searching something in the Customer Portal as a Customer works.

But I am also having the problem of not being able to click on the link pointing to confluence, like Jianhui Ho posted at Jun 11, 2019

But that is a different story.

Cheers,
Holger

Hildur Nanna Eiríksdóttir [Tempo]

We have the KB space and content in confluence open to anonymous users but JSD needs sign in. My problem is that the links in the KB article shown (successfully) in JSD, links to other KB's, are not being shown. I get a Not found message.

Not sure what the issue is here and additionally not sure if this has been a problem for long or not.

Anybody have the same issue?

Hildur Screenshot 2019-07-18 at 08.53.05.png

G_M__K_

I had JSD 4.3.1 linked to Confluence 6.15.4 and it didn't work. Then I updated to Confluence 6.15.7 and now it works.

Gabriel Points

Upgrading from Confluence from 6.15.4 to 6.15.7 resolved the issue for me as well. THANK YOU G.M. K

The only difference for me was that I'm on JSD 4.2.4

Dirk Ronsmans

@Hildur Nanna Eiríksdóttir [Tempo] This was found to be an issue with Confluence 6.15.4 and fixed in 6.15.6

https://jira.atlassian.com/browse/CONFSERVER-58392?src=confmacro&_ga=2.227838237.1628837660.1568881793-857821360.1552487928

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