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Service Desk and Confluence Link

In our current setup for Jira/Confluence/Service Desk, the setup is such that jira and confluence are linked with OAuth(impersonation), and each instance of Service Desk is linked to a Confluence space. Jira and confluence share the same directory, so users that are created in one instance are present in the other after they sync. In a given Service Desk instance, the settings are set to "All active users and customers can access the knowledge base without a Confluence license." and in Confluence we have the settings such that 'Unlicensesd Access' users have permission to view confluence. 

We're in the process of troubleshooting our SSO Integration and have removed it completely in order to eliminate any variables. 

The current issue that we're encountering is that after a customer logs into service desk, they can view the Knowledge Base article from the keyword search. When they click on the article, they're prompted to log into Confluence. We had a look at the logs and it looks like when the keyword search is happening the credentials are being passed through with OAuth(impersonation), but when we click the link to view the article, no credentials are being passed through and the customer is then prompted for their login info. What setting do we need to change so that the credentials are passed through and the user isn't forced to login each time they want to view an article?

1 answer

0 votes

Hello Daniel,

Thank you for contacting us about this.

It seems like there could be an issue with the application links, since Jira is able to communicate with Confluence, but not the other way around, requiring a login.

You can try to recreate the application link by doing the following:

  1. Temporarily disable the setting to give access to unlicensed users in Jira Service Desk.
  2. Delete the Application Link from the JIra side.
  3. Delete the Application Link from the Confluence side.
  4. Re-create the Application Link on the Confluence side.
  5. Re-enable the feature from step#1 and make sure your KB space is selected.

For more information on this, please review Using Applinks to Link to Other Applications.

Let us know how that works and if you have any trouble.

Regards,

Shannon

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