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Service Desk (Cloud) Customers, unable to view filter results on Knowledge Base that have Jira Macro

In the past, we had the capability to establish Service Desk Knowledge Base pages, that contained a Jira filter macro, for our Customers view. Customers are no longer able to view the filter results.

Is this no longer a supported capability and/or is there a configuration or setting we need to correct? Note, the filter view issue is only problematic for our Customers; Licensed users do not encounter this problem.

1 answer

Hi @Veronica 

I don't recall that ever working because your customers would need to be licensed Jira Service Desk users, which in general they are not!

Jira Project doesn't exist or you don't have permission to view it.png

As the error suggests "you (customer) don't have permission to view it". 

The only place customers should be looking for a list of requests is the Request button at the top right of the page, which lists all the open or closed requests. 

Why would you want your customers to view a KB page when other customers have visibility? 


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