Customers need to login to Confluence before access the Knowledge Base from the Service Desk Portal


I'm using JIRA Service Desk 3.6.4 and Confluence 6.3.3. Customers need to login to Confluence before they can see knowledge base articles from the Service Desk Portal. Instead, the search bar is working fine, showing the results found.

I configured the link between both applications using the OAuth impersonation.

Confluence uses the User Directory from JIRA.

I would expect that customers login only in the Service Desk Portal. Anyone knows if this is the expected behavior?


2 answers

1 vote

Hi Gwido,

Thank you for this I've looked into it, and it appears to be related to the shared user management, per this comment:

There are workarounds available - namely using Crowd as your shared user base with cookie-based SSO (
You may be able to use alternative SSO approaches, but these have not been tested.

from JSDSERVER-3643.

Regarding the issue, it's being tracked as an improvement in JSDSERVER-3751, as users with these settings will only be able to search in the Knowledge Base and not open it directly without logging into Confluence.

My recommendation is to review the JSDSERVER-3643 ticket for workarounds and watch and vote on JSDSERVER-3751 which hopes to resolve that issue.

Let me know if you have any questions.

Kind Regards,

0 vote

Hi Gwido,

In your Knowledge Base setting, what do you have listed in the section under Viewing Access from the Serving Customers with a Knowledge Base article?

This is the section which determines if a user needs to have Confluence access or not when accessing a specific knowledge base space.

Kind Regards,

Hi Shannon,

Customers can see the contents of the knowledge base but only after login to Confluence. So they need to login twice, first from the Customers Portal and then from Confluence.


I configured the Viewing access for all active users and customers.



Thanks Gwido.

Can you have a look at part C) Configuration in Confluence, step 2,  on Guide to link Knowledgebase to JIRA Service Desk for Unlicensed Users and also ensure that this is set properly?

Thank you!

Kind Regards,

Yes, I have 'Use Confluence' enabled but 'View User Profiles' disabled for Unlicensed Access. Do I need to enable both options?


No, I don't think that's necessary. The Can Use part is the important step.

How about step 3? Can you show us how your Space Permissions look?

  1. Ensure that in the Space Permissions page the Any active user can view this space panel is visible.

Kind Regards,

Yes, I think I have it enabled:


That looks right.

So they search the article in Service Desk, click the link, and it opens, but they have to login again? Or are you having them go directly to Confluence?

Kind Regards,

In the Costumer Portal when I click the link it shows the following page:


@Guido, did you added the group "customers" manual? And do you create new users in that group?

Because when i create a user, a license will be used!



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