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Bug
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Resolution: Unresolved
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Medium
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None
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23
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Severity 3 - Minor
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1
Issue Summary
While having an active JSM portal-only customer account session logged in, the Search, Quick Search & Search Macro in Confluence does not work, despite having Anonymous Access enabled for site/spaces.
While browsing Confluence, there's also no indicator the user is logged in to any account (as this is JSM only) and even the 'Sign In' icon is displayed on the screen (top-right corner).
According to CONFCLOUD-70656, Confluence Search does not work for 'Unlicensed users', but it's expected to work if Anonymous Access is enabled.
As soon the user forces a logout for the JSM portal-only account (via https://<instance-url>/servicedesk/ > Logout) or access Confluence via an anonymous window, the searches work as expected.
Steps to Reproduce
- Ensure the instance has both Confluence and JSM.
- Create a Confluence space and make it available to Anonymous Access
- Go to JSM and create a new customer account (Portal-only, not linked to an Atlassian Account)
- Log in to this customer account (via https://<instance-url>/servicedesk/)
- Access Confluence while logged to this customer account (https://<instance-url>/wiki)
- Search for any word you know it's present in one of the Confluence spaces with has Anonymous Access enabled
Expected Results
Search results display pages under the spaces that have Anonymous Access enabled
Actual Results
Search returns a "We're having trouble getting your results" error
Workaround
User has to open an incognito window to access Confluence and search for target pages.
Alternatively, user can access "https://<instance-url>/servicedesk/" and logout from their portal-only account, making the search in Confluence to work again.
- relates to
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- Closed
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AI-348 Unlicensed Users from Service Desk unable to search KB confluence pages in advanced search
- Gathering Interest
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CES-54746 You do not have permission to view this issue
[AI-386] Confluence Search doesn't work in spaces open to Anonymous Access while authenticated as JSM portal-only customer accounts
It's creating a lot of issues for our users, as they either have to log out of the Service Portal or browse in incognito mode to use our Knowledge Base.
I made a GIF to illustrate the problem, as it's really simple to replicate.
It's also concerning that we are close to a year, and this bug still is not fixed. 
Trying to bump this issue....
Customers not logged into the Jira Customer Portal and not logged into confluence can use the search bar with no issues at all. (therefore unlicensed)
Customers logged into the Jira Customer Portal and not logged into confluence, CANNOT use the search bar.
This logic doesn't make sense here. If I'm not logged in I can use the search, but if I'm logged in to another portal that is separate from Confluence I can't use the confluence search bar?
Hoping for a quick resolution since it seems very similar to the issue that was previously fixed on https://jira.atlassian.com/browse/CONFCLOUD-75663.
This issue popping back up has my upper management asking me why we bother to use Confluence for internal company documentation when we have other options. The work-around is very simple, but it's bad optics.
I get more and more complaints about this problem from our external confluence users.
This is not only affecting their perception of Atlassian/Confluence but directly influences their perception of my company's quality of service.
Please fix as soon as possible!