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Confluence articles not appearing in search for jira service desk user

Hello all,

we are looking at moving to JIRA and i am investigating the access of confluence articles from JSD without a confluence license.

We cannot allow anonymous access to confluence.

I don't think this unlicensed access feature will provide us what we need but i want to rule that out because it will keep costs down.

I cannot reach out to atlassian support yet because i am only on a starter package and we don't want to use any of the valuable free trial time up to be able to do this until we are ready so really helping someone can help me.

I have tried what i have read in similar tickets but with no luck.


JSD project is linked to a confluence space.

When I search for articles none are listed (logged in a a jsd end user)

Confluence Global Permissions are set to allow unlicensed accessCapture.PNG

 Space permissions on the linked space are:

Capture2.PNGDoes anyone have any ideas where i am going wrong?

Jira v8.4.0

Confluence 6.15.9

2 answers

1 accepted

0 votes
Answer accepted

Definitely still learning all about this because I had miss-understood the user setup.

Will post this for anyone else who is at my level/has this issue

Reading this i realized my user management was not correct.

I was under the impression that anyone with a login to confluence used a license up - which seems not to be the case.

As soon as i setup the same user in Confluence then my issue was resolved.

I thought that somehow JSD accessed confluence via some built in account / api to allow the access

0 votes


Your configurations appear to  be correct. In order for you to search as a non licensed Confluence user from JSD, you need to first link a Confluence space to a particular Jira Service Desk. It appears you've done that. In that service desk, the permissions should be set as shown in the screenshot below.

Screen Shot 2020-01-02 at 9.27.08 AM.png

Can you please confirm you are connected to the correct space, with these permissions set up?

How are you performing the search? Is this at the top layer help center level, or  are you searching from within a particular service desk? 



Hi Kian,

thanks for you reply.

I am sure i have set it up as per your comment but will check again and get the screenshots etc. - i can see the articles correctly when i use my admin account but not other accounts.

Typically today we are having issues and i cannot get into confluence - so hopefully be able to update this on monday

Thanks, Tom

Hi @Kian Stack Mumo Systems 

Knowledge base permissions in JSD project:


Logged in as an admin user i can see the article in the search bar:


Logged in as an end user i cannot:




Logged in as an admin user in JSD viewing as issue the articles show as being locked






Any ideas at all?

Highly appreciate your input

Thanks, Tom

EDIT: My apologies, I see you solved your issue.


It appears that there are restrictions on this article that the administration account has permissions to see, but the other ones do not. Can you please validate that there are restrictions on the page?



Like Tom Sparrow likes this


i have same problem,

Dear @Tom Sparrow , could you please tell me how you solve this issue?

@Masoumeh - not sure what steps you have taken but presuming you have successfully linked a JSD Project with a confluence space?

What i hadn't done was connect my confluence to JSD for user management.

I followed the steps here:

Then it worked

Hope that helps

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