How can I enable read access to jira service management knowledge base?

[Simon Sattes]

Hi there,

I'm on a free confluence plan which I want to use in jira service management (Standard). I linked the space already to the jira service management instance, but the default setting is that only confluence users have read access. And I cannot change this setting to "all logged in users". As seen in the screenshot it tells me to go to the project settings of confluence to change this - but as I'm on the free plan of confluence I cannot change it there obviously.

I also unlinked the space and linked it again, but I still have the same issue. How can I solve this?

[Galen Murdock · Accepted solution]

I have a free version of Confluence and bought JSM later. I have the same problem as @Simon Sattes. What he said above is the only way I've been able to fix this:

so after a couple of tests I was able to solve it now - for me it looks like a bug. I upgraded to standard plan on confluence (test trial), then I could change all those settings to make the knowledge base visible. I downgraded to free again, which forbids changing the settings, but as it kept the previous settings making it visible for customers, it's working now.

Only by upgrading to a Confluence trial was I able to turn on "All logged-in users" under Jira product settings, Jira Service Management, Knowledge base permissions:

And only then was I able to set up "who can view" and "who can edit" to "All logged-in users" and "Service project users" under my project's Knowledge Base settings:

Thanks @Simon Sattes for the workaround. I agree, This seems like a bug, since we're supposed to be able to use a free space within Confluence to allow our customers to read a knowledge base.

[Simon Sattes]

Glad that it worked for you as well - I'm going to mark your answer as accepted until this is "fixed" (I still tend to assume it's a bug). Thanks for adding some detailed screenshots!

[Chris C.]

We're on the JSM Premium plan, with no separate Confluence licenses. I have Who can view "All logged in users" and Who can edit "Service Project Users".

Then on the portal all our users ("customers") can view the help documents in our KB. 

[Simon Sattes]

Yeah, that's how I also want it to be - but for some reason it's disabled.

[Chris C.]

If you click on the top-right cog > Products > Knowledge base permissions
What do you have selected there?

I have 
All logged-in users = Enabled
Anyone = Disabled

Our site is setup to only allow access to accounts with our email domain, not sure if that matters for this purpose or not.

[Simon Sattes]

Ours, too - only specific domains are allowed. The Knowledge base permissions are also off (and disabled) here (I'm logged as Administrator):

It says the Confluence admin needs to enable it, but it's also disabled there.

[Simon Sattes]

so after a couple of tests I was able to solve it now - for me it looks like a bug. I upgraded to standard plan on confluence (test trial), then I could change all those settings to make the knowledge base visible. I downgraded to free again, which forbids changing the settings, but as it kept the previous settings making it visible for customers, it's working now.

[Chris C.]

@Simon Sattes hey awesome happy to hear you got it sorted out

[Victor Law]

Hi @Simon Sattes

Unfortunately, Confluence Cloud's anonymous access is only available for the Standard, Premium and Enterprise plans.

https://atlassian.com/software/confluence/pricing

Thank you.

[Simon Sattes]

Hi @Victor Law,

thanks for your answer - but that contradicts having a free knowledge base readable by all logged in customers as it's mentioned everywhere on the jira service management pages. 

[Simon Sattes]

wrong thread answered, sry

[Simon Sattes]

wrong thread answered, sry