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  1. Jira Service Management Data Center
  2. JSDSERVER-3643

Prompt to login into Confluence when trying to visualize Knowledge Base Articles

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    • Icon: Bug Bug
    • Resolution: Tracked Elsewhere
    • Icon: Low Low
    • None
    • 3.1.0, 3.6.0
    • Knowledge Base

      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:

      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.

        1. Service Desk Search (working).png
          Service Desk Search (working).png
          103 kB
        2. Service Desk Article (not working).png
          Service Desk Article (not working).png
          65 kB

          Form Name

            [JSDSERVER-3643] Prompt to login into Confluence when trying to visualize Knowledge Base Articles

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304683 ] New: JAC Bug Workflow v3 [ 3126579 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Kevin Liou made changes -
            Affects Version/s New: 3.6.0 [ 70600 ]

            Christian Strübing added a comment -

            Same problem as Don. Crowd doen't seem to work with the non licensed JSD customer.

            Christian Strübing added a comment - Same problem as Don. Crowd doen't seem to work with the non licensed JSD customer.
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058595 ] New: JSD Bug Workflow v5 - TEMP [ 2304683 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056038 ] New: JSD Bug Workflow v5 [ 2058595 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955941 ] New: JSD Bug Workflow v5 - TEMP [ 2056038 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615986 ] New: JSD Bug Workflow v5 [ 1955941 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: cqt New: affects-server cqt
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1603181 ] New: JSD Bug Workflow v4 [ 1615986 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1399032 ] New: JSD Bug Workflow v2 [ 1603181 ]

              Unassigned Unassigned
              agoncalves Arthur Gonçalves (Inactive)
              Affected customers:
              3 This affects my team
              Watchers:
              16 Start watching this issue

                Created:
                Updated:
                Resolved: