Confluence Guest Users within the company unable to see JSM pages that are on another space

[Luka Popovic]

Hello everyone,

We have colleagues within our company which need viewing access for multiple spaces in Confluence, we have other colleagues that need edit access for our Internal Space and only View access for external space, without them consuming the license.

This is done because not always will they be performing edits to pages and most of the time they will be just reviewing them.

We setup every colleague to have Guest Access to our Internal Space and internally in Confluence they will be able to see the pages from that space.

Externally as customers, when they log in to our Customer Portal that is provided by JSM they are unable to see public pages for some reason.

This is a bug, they should be able to see these pages because they are trying to view them from customer's side.

Please let me know your thoughts on this approach and I can clarify if its confusing.

[Marc - Devoteam]

Hi @Luka Popovic 

Is the space linked to the JSM project and have JSM customers been granted permissions on the space?

See: give-access-to-unlicensed-users-from-jira-service-management 

But there is a limitation. Guest permissions overwrite JSM Access permissions.

"Guest limitations 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.

To avoid this, you can:

• Upgrade the guest to a licensed user
• Make sure the guest has access to the knowledge base space
• Make the knowledge base space public (allow anonymous access)
• Host knowledge base content in a separate Confluence instance from where the guest needs to collaborate"

See: what-can-guests-see-and-do-on-confluence 

So its not a bug, but as per design, as stated in the documentation.

[Luka Popovic]

Hi @Marc - Devoteam 

Sorry for the late response and thank you a lot for a detailed explanation.

I will review the links you sent, I think its clear from your description that its by design, will look at what would be the best next steps.

Thanks again have a great day!

[Luka Popovic]

To also reply to your question:

Is the space linked to the JSM project and have JSM customers been granted permissions on the space?

Yes, they have been granted access to the space and that JSM space is linked to Confluence space so that we can showcase our documentation.