Share as comment button is grayed out

Created KB in Confluence Linked to the Service Desk. 

In Confluence article is Unrestricted. But when trying to use this article in the ticket in SD - its restricted and Share as comment button is grayed out.

Article restricted.PNGShare as comment Screeenshot.png 


Anonymous is enabled and has view rights in Confluence.


1 answer

0 votes

Hi there,

Is the page a child of a parent that has restrictions? Restrictions are applied to child pages from a parent and this could cause it.



I'm experiencing the same issue. None of the parent pages have restrictions and I have verified that the page can be viewed without logging in. 

The share as comment button is still locked.


Hi Justin,

Is it only that page, or other pages in the same space? 

Can you show me how the permissions are in your Service Desk settings, as well as the Permission Settings for the space in Confluence?

There are NO restrictions on the page itself, correct?



Hey Shannon,

It looks to be all articles in the space. I have attached screenshots of what it looks like and our settings.

Screen Shot 2018-03-01 at 2.56.47 PM.pngScreen Shot 2018-03-01 at 2.57.03 PM.pngScreen Shot 2018-03-01 at 2.57.26 PM.pngScreen Shot 2018-03-01 at 3.04.04 PM.png

Hi Justin,

I think it might be related to this issue:

If a user (e.g. a JIRA user) is not licensed to use Confluence, they cannot view any Confluence content (from JIRA or Service Desk for instance) - even if that content is available to anonymous users. They currently have to log out before they can see the content. Customers have also asked for anonymous, read-only access for authenticated users that are not coming from a JIRA User Directory.

Have you also given the Service Desk users access to this space via the project settings

Select Project settings > Knowledge base to create and link a Confluence space to your service desk project. You can also use the knowledge base settings to define who can create and view knowledge base articles. 

For this, you want to make sure the All active users and customers setting is chosen for permissions.

Kind regards,



I do not see a radio button for "All active users and customers" like the instruction link you attached. Here is what I see:

Screen Shot 2018-03-02 at 1.31.38 PM.png

Hi Justin,

You would need to first remove anonymous access from the space, and then it will provide you with the option to ONLY allow licensed users. 

Can you give that a try?




Ok. Once I went into Confluence and removed the anonymous setting I got the additional settings. I selected the option you suggested, but I am not presented with this information when trying to share a KB article and our knowledge base is no longer accessible publicly.

Screen Shot 2018-03-05 at 8.11.16 AM.png


So to verify, you removed the anonymous setting, and now the setting is selected that says "All active users and customers".

Now you've logged into Jira as a Jira-only user, and you are greeted with that error message when viewing an issue in the Service Desk which would normally display articles from the linked Confluence space, correct? 

Could you confirm your Confluence and Service Desk versions?



I have the same issue, articles are standing as "restricted" and cant be shared with customers from JIRA.

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