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  1. Confluence Cloud
  2. CONFCLOUD-72743

"Doesn't have access" error message displayed for JSM portal customers

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      Issue Summary

      <User> doesn't have access error message displayed for JSM portal customers when accessing Confluence KB space with unlicensed access enabled

      Steps to Reproduce

      1. From a JSM project: Project settings->Knowledge Base, link a KB space with Restricted access. This enables all logged-in users (for this JSM project) to view articles in the space, without a Confluence license.
      2. Add a customer to the JSM project. Ensure this customer is on an Atlassian account and does not have any Confluence access.
      3. Open an Incognito browser session and directly access any unrestricted page in the KB space.
      4. On the login screen, enter the customer account credentials and continue. The following error message is displayed:
      5. When you re-enter the URL, the KB page is displayed without any error.

      Expected Results

      • The page should be displayed immediately after entering the customer's account credentials.

      Actual Results

      • The "No access" error message is displayed after entering the customer's account credentials. To display the page, you need to re-enter the URL and press enter. Subsequent page accesses on this browser session work without any errors.

      Workaround

      • Re-enter the URL and press enter to access the page.

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            [CONFCLOUD-72743] "Doesn't have access" error message displayed for JSM portal customers

            Paul Huff added a comment -

            This issue is a duplicate of https://jira.atlassian.com/browse/CONFCLOUD-72937 so we are marking it as closed as a duplicate. Please follow CONFCLOUD-72937 for further updates.

            Paul Huff added a comment - This issue is a duplicate of https://jira.atlassian.com/browse/CONFCLOUD-72937 so we are marking it as closed as a duplicate. Please follow CONFCLOUD-72937 for further updates.

            dhur added a comment -

            Hi all,

            Just wanted to update you on the current status of this bug. We're actively working on architectural fixes to resolve this bug (as well as a related high priority bug). Due to the breadth and complexity of these changes, the estimated date for a patch is early 2024. Thank you for your patience; we will keep you up to date on progress. In the meantime, we suggest the workaround:

            • Re-enter the URL and press enter to access the page.

            Thank you,

            Deborah 
            Confluence Core Services PM

            dhur added a comment - Hi all, Just wanted to update you on the current status of this bug. We're actively working on architectural fixes to resolve this bug (as well as a related high priority bug). Due to the breadth and complexity of these changes, the estimated date for a patch is early 2024. Thank you for your patience; we will keep you up to date on progress. In the meantime, we suggest the workaround: Re-enter the URL and press enter to access the page. Thank you, Deborah  Confluence Core Services PM

            thamant added a comment -

            Hi Team,

            Is there any update on this bug? This impacts a significant number of users in our company that access Confluence as read-only users on a regular basis and the workaround steps do not work.  Users either have to select "Login with another account" and then sign in again or login to the service portal then navigate to Confluence in order for this read-access to work.  Both methods are inconvenient and not part of a great user experience. 

            Can we somehow escalate this bug to be prioritized within the months?

            thamant added a comment - Hi Team, Is there any update on this bug? This impacts a significant number of users in our company that access Confluence as read-only users on a regular basis and the workaround steps do not work.  Users either have to select "Login with another account" and then sign in again or login to the service portal then navigate to Confluence in order for this read-access to work.  Both methods are inconvenient and not part of a great user experience.  Can we somehow escalate this bug to be prioritized within the months?

            Glen Nile added a comment -

            Any updates on this bug? It's fairly annoying on a daily basis - especially given the numerous ETS links from GWAM Confluence docs.

            Glen Nile added a comment - Any updates on this bug? It's fairly annoying on a daily basis - especially given the numerous ETS links from GWAM Confluence docs.

              003be3e12362 Will Stampley
              kpillai KP
              Affected customers:
              12 This affects my team
              Watchers:
              19 Start watching this issue

                Created:
                Updated:
                Resolved: