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.

[Thomas B]

Hi Kelly - Can you try to go to your Confluence Knowledge Base > Space Tools > Permissions. Go down to Anonymous Access and set Anonymous view permissions. This will allow anonymous users to view anything in your knowledge base. Be advised, if your site is public than users outside of your network would be able to view your knowledge base. 

Let me know if this works!

[Kelly Ballwanz]

Hi -

We don't want to make our site public.  We want to use the "unlicensed user" feature that is available. We only want our customers to be able to view the knowledge base for their portal. 

Thanks!

[Thomas B]

Kelly - I believe when those links are clicked, the system attempts to route users from Service Desk Portal to the Confluence space that is linked. I confirmed in my version (JIRA  - v7.12.1, Confluence - v6.6.0 and Service Desk - v3.15) will route me from the portal to the literally confluence page. Do you have this same functionality occurring in your instance?

[Kelly Ballwanz]

I believe that is what it is doing.  When a customer uses the search bar in the portal the links are there.  Once one is selected, the search screen goes away, and the below appears until it times out. 

The links are connected to confluence because the blurb that appears with them (the 2 lines of text below) does in fact show what the confluence page shows. 

Thanks for all of your help 

[Thomas B]

Just doing a little extra research, do you have the following option selected in your Service Desk Settings? All JIRA documentation states that these permissions should overwrite all other permissions in Confluence, if this is enabled and you are still experiencing issues, we will need to get others involved. 

1. Project Settings
2. Knowledge base
3. Access section and make sure the option above is selected.

Thanks

[Kelly Ballwanz]

Thanks so much for getting back to me.  Yes, I do have that setting set. 

[Kelly Ballwanz]

@Thomas B -  I tested, and even IF I turn on anonymous (which I don;t want to do) the links still do not work. 

By chance do you have any other suggestions?  I am totally new to Jira, so any help is greatly appreciated. 

Thanks  

[Thomas B]

Hmm, are the links directing users to the same space that they have access to? For example, you have a linked space named Advanta, is it possible the links are pointing users to another space they may not have access to? 

If you set the space to 'anonymous' (which you do not want to do), then all users should have access to everything in that space regardless of permissions in Service Desk. Also, if you set Service Desk space to be 'Unlicensed Users' this should also override the space permissions. I'm going to attempt to bring some other Community Members into this thread to resolve the issue you are encountering. @Jack Brickey ?