Problem Definition

After Service Desk 3.1 where there is no need for users to have a license in Confluence to be able to access the Confluence Knowledge Base through Service Desk, there's a few restrictions to accomplish that:

1. Have the same user base in both JSD & Confluence. You can accomplish this by using JIRA as a user directory for Confluence or by having JIRA Service Desk and Confluence use Crowd to share a user base.
2. Manually create a user in Confluence for every customer in JSD that will need access to the Knowledge Base. You can create a "customer" account in Confluence by not assigning it to a group. This will not count against your Confluence license.

Suggested Solution

Add a specific permission on Confluence to allow Service Desk customers to search KB articles without a Confluence license.

Why this is important

Since SDS can be fulfilled with new customers frequently, it can be a massive task to create customers account on the Confluence side just to provide them the ability to access KB articles through Service Desk