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  1. Jira Data Center
  2. JRASERVER-72404

Knowledge Base for unlicensed user not showing when Confluence does not have Anonymous Access

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      Summary

      When using the unlicensed user functionality toward Confluence, as an unlicensed user, the articles list is not showing from the 'Find a solution box' if Confluence does not have Global Anonymous Access turned on.

      Upon investigating, it appears Jira doesn’t trigger the sync within Confluence's user directory which therefore causes the user to be unable to search in KB articles unless manual sync is performed.

      Environment

      • Confluence 6.3.2
      • JSD 3.6.1
      • Jira 8.13.6

      Steps to Reproduce

      Configure the Knowledge Base with Serving customers with a knowledge base.

      1. Ensure JIRA and Confluence Application link is configured and using the same user base
      2. Set up Confluence to not allow Global Anonymous Access
      3. Create a customer account through JSD portal
      4. Try to search for an article

      Expected Results

      1. List of articles should be listed

      Actual Result

      1. No articles shown

      Workaround

      • Assigning the customer account to JSD application access, allow the account to search for articles correctly. This, however will consume JSD license
      • Revoking the customer account to JSD application access, will continue to allow the account to search for articles correctly. (seems to be a workaround)
        video

      OR

      Set up in Confluence a Jira User Directory. This pulls in all the users (licensed and unlicensed), but since they don't belong to the groups in Confluence with Can Use permissions, then they don't count towards the Confluence license.
      When you set up the User Directory

      1. put it in the last position so Crowd comes first for those users and data
      2. make it Read Only
      3. Set Update group memberships when logging in to Never or for newly added users only

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            [JRASERVER-72404] Knowledge Base for unlicensed user not showing when Confluence does not have Anonymous Access

            Julien Rey made changes -
            Resolution New: Not a bug [ 12 ]
            Status Original: Gathering Impact [ 12072 ] New: Closed [ 6 ]

            Julien Rey added a comment -

            I had a look at the description of this bug, but it does not seem to be an actual bug

            From what I understand, the problem is that, if Confluence is not configured with anonymous access, and if the Customer does not have a user account in Confluence, this user will not be able to search for KB articles from the customer portal.

            This behavior is not a bug, but expected by design. As we see in the documentation Set up a knowledge base with Confluence Server, one of the steps consists in the following:

            Have the same user base in both Jira and Confluence by one of the following methods:

            Therefore, if Confluence and Jira don't have the same user base, and if Confluence is not configured with anonymous access, it is expected that Customers will not be able to search for KBs.

            For this reason, I will close this bug as "invalid", since it is not a bug, but an expected behavior.

            Julien Rey added a comment - I had a look at the description of this bug, but it does not seem to be an actual bug From what I understand, the problem is that, if Confluence is not configured with anonymous access, and if the Customer does not have a user account in Confluence, this user will not be able to search for KB articles from the customer portal. This behavior is not a bug, but expected by design. As we see in the documentation Set up a knowledge base with Confluence Server , one of the steps consists in the following: Have the same user base in both Jira and Confluence by one of the following methods: Therefore, if Confluence and Jira don't have the same user base, and if Confluence is not configured with anonymous access, it is expected that Customers will not be able to search for KBs. For this reason, I will close this bug as "invalid", since it is not a bug, but an expected behavior.
            Deepti Korwar made changes -
            Remote Link New: This issue links to "Page (Atlassian Documentation)" [ 848031 ]
            SET Analytics Bot made changes -
            UIS Original: 2 New: 3
            SET Analytics Bot made changes -
            Support reference count Original: 18 New: 19
            SET Analytics Bot made changes -
            UIS Original: 3 New: 2
            SET Analytics Bot made changes -
            UIS Original: 2 New: 3
            SET Analytics Bot made changes -
            UIS Original: 3 New: 2
            SET Analytics Bot made changes -
            UIS Original: 2 New: 3
            SET Analytics Bot made changes -
            UIS Original: 3 New: 2

              Unassigned Unassigned
              amasut Azfar Masut (Inactive)
              Affected customers:
              104 This affects my team
              Watchers:
              85 Start watching this issue

                Created:
                Updated:
                Resolved: