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.
Here ist what I could find out so far.
You need to do the following to allow the Customers to access the KB articles
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.
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
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:
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'.
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 Nanna Eiríksdóttir [Tempo] This was found to be an issue with Confluence 6.15.4 and fixed in 6.15.6
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