Attempting to enable Knowledge Base on our Service Management customer portal

[Ron Moses]

We are attempting to publish Knowledge Base articles on our customer portal we have published with Jira Service Management. It appears we need to update the permissions for "All logged-in users" in Confluence, but our Confluence Admin  has the button disabled where we cannot update the permissions.

What steps need to be performed in order to post Knowledge Base articles where our customers can see them on our Jira Service Management portal?

Thanks!

[Seon Shakespeare]

Hi Ron,

It sounds like you'll need to work with your Confluence Admin to adjust those permissions, as they're likely managed at a higher level. They should be able to help you get the knowledge base accessible from your service desk portal.

Hope this helps

[Ron Moses]

Thanks for the reply Seon, but it was our Confluence Admin that requested for me to post the question to the community.  The Confluence Admin has the permission button disabled where they cannot enable it.

[Seon Shakespeare]

Hi Ron,

Thanks for clarifying!

To help troubleshoot this, could you ask your Confluence Admin to share:

• Whether they are a Site Admin or a Space Admin. (Site Admins have more control over permissions across the entire Confluence site.)
• A screenshot of the disabled permission setting. (Let us know where they are seeing this - global permissions, space permissions, or somewhere else?)

It's also worth checking if they experience the same issue in a different browser. There have been some cases where browser-specific glitches caused similar problems: https://community.atlassian.com/t5/Confluence-questions/Can-t-edit-permissions-on-space-as-confluence-admin/qaq-p/2353243

Thanks

[Ron Moses]

Sorry for the delay, but as it turns out we are Site Admins in Confluence.  We attempted a different browser, but same results.  We believe we have found that the issue is related to global permissions that we can't change right now as we are using the free version while we are testing things out and are a small group.  We are currently of the belief that if we switch to a paid version of Confluence, that we could then change the global permissions and get the Knowledge Base working with Jira Service Management.  We are going to hold off on that for now while we finish testing things out confirming this is our go-forward solution, and then will come back to get the Knowledge Base working when we are under a paid Confluence plan.  Thanks for your help on this!

[Seon Shakespeare]

Hi Ron,

Thanks for the update - sounds like a good plan!

For anyone else who comes across this thread with a similar question, here's a helpful doc that goes into some of the limitations of the Confluence Free plan, especially around anonymous access: https://support.atlassian.com/confluence-cloud/docs/manage-permissions-in-the-free-edition-of-confluence-cloud/

Glad I could at least point you in the right direction!