Service Desk user can search knowledge base but can't use the link.

[Kelly Ballwanz]

I have connected my service desk and confluence instances.  I have access set to "unlicensed access".  

Customers in the portal can search the knowledge base and links will appear, however when clicked those links will not load.

[Victor Mutambuki]

Kelly,

In your space, allow those that don't have confluence to view the space via ANONYMOUS. Give them VIEW permissions.

Victor

[Kelly Ballwanz]

We don't want to grant anonymous access. We only want to grant "unlicensed user" access.

Unlicensed Access

Allow any active user, including those who don't have a Confluence license, to view spaces (for example, users from Jira Service Desk). You can choose which spaces unlicensed users can view. If you disable this permission, it can only be enabled again through Jira Service Desk.

Thanks so much

[Victor Mutambuki]

Kelly,

This link should solve your issue.

https://confluence.atlassian.com/doc/give-access-to-unlicensed-users-from-jira-service-desk-829076204.html

victor

[Kelly Ballwanz]

Thanks -  

That is the document I used to set things up.  That was when the ability to search the KB was granted in the customer portal, but even with the ability to search working, clicking on the corresponding link goes to a page that does not load. 

[vboerner]

We have the same problem and looking for a solution.
There is service-desk user "A" (a test-user of our organization) who can do all servicedest-stuff - he can search the knowledgebase, but when he clicks an entry, the page will load infinite:

(text is german and translates: the knowledge base article was not found. In front there is the "page-loading"-circle)
There is another service-desk user "B" which I created today. He can do all thing and even loading the knowledgebase article WORKS correctly!!
There is no difference between User A and B (despeite the name and the email-address).
User A can search but cant view articles.
User B can search and can view articles.

[Paul Fechner]

I am seeing the same issues.

Interestingly the user can log into confluence and open the article up provided they know the exact url.