Summary

In Jira Service Management, they have a feature the agent user can set up a knowledge base, and customer can check that before raising a request.
However, if the customer has Confluence guest role, they can only search certain space knowledge base they have access permission. Because, Confluence guests s are only able to access one space in a Confluence instance, and we are unable to grant access to other KB spaces.

That means customer might not be able to view the KB and therefore might not be able to use Confluence guest features.

Suggestion

It would be useful that even Confluence guests should be able to see the all space Knowledge base they have been granted access to.

Workaround

While this may not be the outcome you have hoped for, we have a few workaround suggestions that could help:

• Workaround 1: Upgrade guest to a user. User should now be able to view KB articles.
• Workaround 2: Add guest to KB space and no other spaces in Confluence.
• Workaround 3: Convert KB space to an anonymous access space.
• Workaround 4: Create a separate instance to host KB articles and a separate instance for Guests to collaborate. Guests should be able to view KB articles and collaborate.