Customers can not see knowledge base or articles on portal home page

[Simon]

Hi

Fumbling my way through this, have setup a customer portal with issue tickets etc, works fine.  I now want to add a user guide and help articles which the customers can view.  I've set up a confluence space and linked it to the portal.    When i test the portal i'm not seeing an option to view the KB page?  Is this something i need to add to the portal home page?  I've tested as both admin user and logged-in customer and nothing is appearing?  We're on the free plan for Confluence so permissions are default.

Any help would be appreciated.

cheers

[Dave Mathijs · Accepted solution]

Hi @Simon 

Have you already created your KB how-to and troubleshooting articles, optionally with the use of labels? Please note that you search for keywords in the Help Center or get suggestions in your request form rather than browse the KB via the page tree.

Have you gone through the documentation to check your settings? See Set up a knowledge base so customers can serve themselves for more info.

Don't forget to check permissions either, see Manage who can view and edit your knowledge base articles.

[Janet Sinnett]

I was able to get this to work by configuring:

1) Categories - You need to section your articles so they have some place to live. They won't just list all the articles. You need to categorize them. 

2) This article also helped: https://support.atlassian.com/jira-service-management-cloud/docs/manage-knowledge-base-permissions/

Basically, check the permissions on the Confluence Space itself, and then the permissions on the Knowledge Base from within Jira Service Management.

I was able to link my test account (that doesn't have access to my JSM or Confluence) as a JSM user, and successfully see the knowledgebase articles that were categorized by using "Logged In Users Only". 

I hope this helps!

[maks]

in my case, if the confluence page is restricted, even if the guest is added to allow view, that user is not able to see the Suggested Articles in the support portal, only if i open the page to everyone. 
i dont know on any other alternative to get this working

[Jared G]

I have the EXACT same question.  I have the spaces linked, and everything looks correct, but the articles are not showing in my portal at all.

Do I need to set labels?

I read every word on the links provided from the previous answer.  Nothing seems to advise on the final step needed to make the articles actually appear.

If I am missing it from the accepted answer, I am sorry but I do not see what I have to do!  Thanks for the help.

[Simon Sattes]

Did you manage to solve it? I have the same issue. The confluence space (free plan as part of the jira service management) is linked and I can also see them in the search when I'm logged in as administrator, but not as a customer. 

[Helene Dryden]

Same. I can see suggested articles (admin) but not my users. Does anyone know how to resolve?

[Matthias Timmermans]

I don't know if you need to set the labels, but for me it showed on the portal after  I added Categeories to the articles.