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Service Desk customers only can search knowledge base when anonymous access is enabled

We have followed the instructions of the following links configured a confluence space as the knowledge base of Jira Service Desk for unlicensed users. 

https://confluence.atlassian.com/servicedeskcloud/serving-customers-with-a-knowledge-base-732528995.html

https://confluence.atlassian.com/jirakb/guide-to-link-knowledge-base-to-jira-service-desk-for-unlicensed-user-816677228.html

But only Service Desk Agent can search the Knowledge base.

The Service Desk Customers (with no Jira or Confluence license) couldn't find any results. 

If Anonymous Access is enabled for confluence Global permissions and Space permissions, the knowledge base search works fine for Service Desk Customers.

The problem is we do not want to make the confluence space public. We only want to give the access to Service Desk Customers. 

The current confluence server version is 7.1.0, Jira service desk version is 4.5.0

Any idea why this is not working as it supposed to be? 

Thanks,

Alan

 

 

 

1 answer

We had this issue in the past, in our case the problem was in the way that confluence was creating the users. I can't recall the whole config but the environment was using active directory and confluence was bringing users from the AD instead of Jira, so the customer accounts never existed in Confluence which caused this to fail. Solution was to bring users from Jira and Jira would connect to the AD.

Maybe you are facing the same scenario, I hope it helps

Thanks, we have checked the User Directories setting and it is pointing to the JIRA Server atm. There is a weird behaviour with the JIRA Server user directory in Confluence setting though. We added the JIRA Server Directory with the type of "Atlassian JIRA". But after everything is tested and saved, the directory type automatically get set to "Atlassian Crowd".  Users can be synchronized from Jira to Confluence correctly but not sure if the directory type affects the the user search permissions. 

The Atlassian crowd change shouldn't affect the behavior, were you able to validate that with this config all users are synced? Specially the ones without license

Yes, we can see all users listed in confluence's users screen includes those Jira service desk customer users who does not have the confluence license. 

Hi @Odin Health , @Hernan Halabi _Elite IT Consulting Group_ , did you manage to get to the bottom of this? My customers (unlicenced) were able to use the search functions in our knowledge base until about a month ago. Now they can't find any results...

p.s. we're using cloud Jira and Confluence. Any updates much appreciated, thanks. Tom

Hello @Tom Bowden sorry for the late reply. If you were able to see them in the past and now you don't, something could have changed on the confluence permissions lesbians the unlicensed users out of the knowledge base.

Check this documentation in case it helps

https://support.atlassian.com/jira-service-desk-cloud/docs/overview-of-knowledge-base-access/

https://support.atlassian.com/jira-service-desk-cloud/docs/link-a-confluence-space-to-your-service-desk/

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