Description

Service Desk Customers cannot view Knowledge Base articles directly through portal when Confluence space/page permissions does not allow anonymous view.

Steps to Replicate

Set up a JIRA Service Desk Knowledge Base integration with Confluence as per the document below:

• Providing self-help resources for your customers with a knowledge base

1. Install the latest JIRA with Service Desk and Confluence.
2. Configure an Application Link with 2-Legged OAuth Authentication (2LOA) between the applications.
3. Create a Service Desk and link it to a Confluence Space.
4. Create a KB article on the Confluence space.
5. Log out of both applications and access the customer portal.
6. After performing a search, the relevant KB articles titles are displayed, however clicking on the desired article will open a pop-up asking for the user to log into Confluence to browse the KB Article directly on Confluence.

Expected behavior

The login prompt should not appear or at least not redirect the user to browse Confluence, which is an undesirable behavior and defeats the purpose of having setup the application link through JIRA SD.

Affected Customers

This issue occurs only for Customers who have a shared user base between Service Desk and Confluence which does NOT have SSO setup.