Jira Portal Customer Confluence Access

[Tyler Bassano]

I have previously sent out emails with a link to a Confluence article to our users and they were able to view it without any issues.

Now when they are sent a link to a confluence article, they are brought to a login screen at "id.atlassian.com" asking them to signup and it will not recognize their portal account, so they have to create a secondary account which will then prompt them to ask for access to the articles on Confluence.

Is this a permission configuration that was changed, or did Atlassian change how the access to Confluence works?

[Ingo Wenke]

Hi @Tyler Bassano ,

a mistake often done by users is to provide the confluence link instead the knowledge base link.

A confluence article which is available via the portal in the KB has its own KB URL. If you share the original confluence link (e.g. via "share"), then all users will be directed to your confluence instance and the login procedure.

URL for Customer Portal access: 

• https://<mysite>.atlassian.net/servicedesk/customer/portal/<myportalID>/article/<articleID>

URL direkt from Confluence which requires Product access:

• https://<mysite>.atlassian.net/wiki/spaces/<spaceID>/pages/…, or short:

• https://<mysite>.atlassian.net/l/cp/<pageID>

[Teja]

Hi @Tyler Bassano 

Welcome to Atlassian Community!

Please go to Jira service Management project and check the knowledge base settings.

check which spaces are linked to the project and who has access to view. The users to whom you are sending the confluence article should meet this criteria.

Thanks,

Tejaswini