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Space with annonymous access and its availability to JSD users

Hi All, 

We are used to adding our Customer as Jira users but with no access to any product so that they will not be counted towards our licensed users.


And then we create our Documentation spaces in confluence and allow anonymous access to them so that anybody can check them. But because our customers are usually already logged in so, they are normally not able to access them, and by trial, we came across a workaround which is creating a JSD project for each Documentation space, and in the Project settings and under the knowledge-base section we use to do the below and subsequently all worked good.

2021-02-18 10_33_54-Window.png


But now and since the recent changes to Jira Service Management the view was changed and we are not able anymore to set that thing and accordingly the solution is broken.


Any idea of how can we work around that?

2 answers

1 accepted

0 votes
Answer accepted

KB spaces should not get any anonymous permission till linked first to the Service management project as a restricted access then after that go and set the space anonymous access. This way the KB space will be accessible by both Jira Logged in customers and internet public users.

0 votes
Brant Schroeder Community Leader Feb 17, 2021

@Mark Elkomos 

Restricted means that they just have to be logged into Jira Service Management which they would have had to have been before to search your KB in the application.  All service desks will need to be open if you want individuals to be able to search the KB associated with that service desk at the help center level.  can you be more specific as to what the issue is you are having?

@Brant Schroeder 


Thanks for your feedback, I actually shared the wrong screenshot, the space in question was shared with the public viewing. 


And the issue now is that anonymous access is fine, but having one of our JSD users trying to access the space he gets an error that space has restricted access.

Brant Schroeder Community Leader Feb 17, 2021


  Can you confirm that anonymous access is enabled on your space without an error stating that global is turned off.  Can you also ensure that active users can view the space.  


If both are enabled you should be good to go.

@Brant Schroeder 

Space permission is set as below:


2021-02-18 12_26_10-Window.png

While the Active user part is not showing and in fact this is my real issue, that I'm not sure how to address it as the JSD project does not allow me anymore to turn this on!!

Brant Schroeder Community Leader Feb 17, 2021

@Mark Elkomos The active user permissions show up when the space is associated with a service desk.  Can you confirm that it is associated with a service desk?

Yeah, it is assigned already to a Service management project. 

Brant Schroeder Community Leader Feb 22, 2021

Can you unlink and relink the space to see if this updates the permissions.

I have raised a ticket to Atlassian and after their investigation, we figured out that we should first link the KB space to the project as a Restricted access then we return back to the space and add the Anonymous access. 

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