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Bug
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Resolution: Answered
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Medium
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None
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None
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
The articles from https://confluence.atlassian.com/servicedeskcloud/serving-customers-with-a-knowledge-base-732528995.html is misleading users , and there are not sufficient guide/steps on configuring this. As this will need further configuration on Confluence side to ensure that the functionality "Allow all active service desk users and customers" to works properly. This has lead to creation of bug ticket created in JAC due to the confusion that occurs:
https://jira.atlassian.com/browse/JSD-3448
If you choose to restrict viewing of the linked Confluence space to licensed users, you must grant customers a Confluence license or open your Confluence space to anonymous access.
Which I have broken down to below:
If you choose to restrict viewing of the linked Confluence space to licensed users, you must grant customers a Confluence license (this is correct)
If you choose to restrict viewing of the linked Confluence space to licensed users, you must open your Confluence space to anonymous access ( this is not correct, why would you want to open Confluence space to anonymous access if you would like to restrict it?)
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TESLA-538 Failed to load
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[JSDSERVER-3617] Misleading doco for KB setup in Service Desk
Hi amasut,
it seems that the intent of this feature has not been 100% clear.
We've updated our docs to describe the situation with licensing and Confluence as follows:
You can then choose to allow all active service desk users and customers (also known as unlicensed Confluence users) to view your linked Confluence space.
This works best if your Service Desk and Confluence instances share a user base.
If your Service Desk instance and Confluence instance have separate user bases, you will have to create a Confluence user account for each Service Desk customer.
If you don't want the customer to consume a Confluence license, do not assign the Confluence user to a group.Unlicensed Confluence users cannot:
- Like, comment on or edit Confluence content
- See the Confluence dashboard, user profiles, the people directory, or the space directly
- Search all of Confluence
If you choose to restrict viewing of the linked Confluence space to licensed users, you must grant customers a Confluence license or open your Confluence space to anonymous access.
As a project administrator, you'll need to contact the administrator of your linked Confluence space to manage which agents can create and edit knowledge articles.
Server: https://confluence.atlassian.com/display/SERVICEDESKSERVER031/Serving+customers+with+a+knowledge+base
Cloud: https://confluence.atlassian.com/display/SERVICEDESKCLOUD/Serving+customers+with+a+knowledge+base
hey mwinsen , great! Thanks!