Summary

As Described in https://jira.atlassian.com/browse/CONF-30161 a service desk customer cannot view KB articles for a linked Confluence Space If Anonymous access is enabled for the space. BUT the customers can partially View the content when browsing in the service desk customer portal. Once the content is selected it fails to load, causing an overall confusing and negative customer experience as content displayed should be accessable.

Environment

• JIRA Service Desk Linked to KB
• Anonymously accessable Confluence Space

Steps to Reproduce

1. Configure Service desk KB Link
2. Set the space linked to the portal as anonymously accessable
3. Logged into the portal as a Service desk customer search for content
4. Select the link to the content populated in the search results Solutions from knowledge base

Expected Results

Either:

• the Content is not populated by the search results as the current permissions for the customer will prevent them from viewing the content

OR:

• the Content will load once selected

Actual Results

Service Desk Customer selects link to suggested article displayed (Showing partial content) in the portal search results but is presented with an behavior described in https://jira.atlassian.com/browse/CONF-30161 and cannot access the content displayed from the portal through the oAuth link

Workaround

1. For a customer to view content without confusion, disable anonymous access to the space and set up the KB link as described here:
   1. https://confluence.atlassian.com/jirakb/guide-to-link-knowledge-base-to-jira-service-desk-for-unlicensed-user-816677228.html
2. The Service Desk Customer Must Log out to access the content anonymously