Summary

If a Confluence space is linked as knowledge base to JIRA Service Desk, when the agents open a ticket in JSD queue, the KB articles under "Related knowledge base articles" section are locked out and the gents are not able to share it as a comment.

Customer Impact

Agents are not able to share the KB articles as a comment.

Steps to Reproduce

1. Go to a Cloud instance with multiple products (e.g., Jira Software, Confluence and Jira Service Desk)
2. Add a user with only site access, do not assign any product licenses. So, this user is treated as a customer in JSD projects.
   
3. Go to a JSD project which is linked to a Confluence space as the KB, and add the user account created in Step 2 as the customer.
4. Go to JSD project settings, make sure that KB viewing access is set to 'Everyone with access to your service desk can read articles without a Confluence license. This option is best if you want to share knowledge base articles with your customers'.
   
5. If everything is setup properly, you'll notice 'Any active user can view this space' in the KB space permissions in Confluence.
   
6. Login to the portal as the customer and create a support case.

Expected Results

Agents should be able to share Related knowledge base articles as a comment in the ticket.

Actual Results

"Related knowledge base articles" are locked out and the gents are not able to share as a comment.

This article is restricted. Only people with permission can view it.

Additional info

It is working fine when the ticket was raised by (i.e., reporter) a portal only customer who is not migrated to Atlassian account.

Workaround

No workaround at the moment.