Do portal-only customers need Atlassian ID to view Confluence Knowledge Base?

I'm a little confused... I was under the impression there was a restriction where I would have to convert my portal-only customers' accounts to an Atlassian ID (still portal-only though with no licenses) to be able to properly navigate/restrict accesses in the confluence knowledge base.  

Today, from a test portal-only non-atlassian ID account, I was able to see a knowledge base article from the portal.  Am I losing my mind?  was there never a restriction?  or are there only certain restrictions for non-atlassian-id users?

1 answer

1 accepted

This widget could not be displayed.
Susan Hauth Community Champion Dec 05, 2017

Hi Rosa,

Your portal-only customers do not need access an atlassian id to see the Knowledge base articles from WITHIN Service Desk.  Which will display the top 3 best matches with a short article.

To navigate to Confluence, they would need an atlassian id.

JSDCLOUD-4901 is one of the issues dealing with this request if you would like to vote for it.

Hope that helps


Thanks for your reply Susan.      I'm not sure what "WITHIN" service desk actually means...   Can they see a hyperlink to the article, but then can't see the actual article because it takes them to Confluence? 
Or are they able to preview the entire article? 

Susan Hauth Community Champion Dec 11, 2017

Hi Rosa,

They will be able to see the entire article in a pop up window in Service Desk.  But any links to confluence will not work.


Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity! more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

9,329 views 9 28
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you