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Bug
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Resolution: Fixed
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Medium
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4.6.1
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20
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Severity 2 - Major
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5
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Problem
The KB feature just won't work without OAuth with impersonation, and the error is misleading
Steps to reproduce the issue
- Create an AppLinks between Jira and Confluence using OAuth (without impersonation).
- Link a KB space with a Service Desk project and set to allow Only licensed users who have access to the space.
- Configure the space permission accordingly in Confluence.
- As a SD and Confluence licensed users, with absolute permission on the linked space, view a Service Desk issue and observe the Related knowledge base articles panel.
Expected result
The user can view suggested articles or given the option to create a new article
Actual result
- in the browser developer tools > Network tab, there's a 403 error and the response -->
{"errors":[{"errorMessage":"Can't return search results because of a problem with the Confluence space permissions. They might be misconfigured, or in conflict with the knowledge base settings in Service Desk. Ask a system admin to help you troubleshoot."}],"reasonKey":"sd.knowledge.base.applink.forbidden","reasonCode":"403"}
Workaround
Utilise OAuth with impersonation for AppLinks
Documentation related to this change can be found here.
In particular, note: Check the servers have the same set of users, to configure using OAuth (with impersonation) authentication.
- is cloned by
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JSMDC-2819 You do not have permission to view this issue
[JSDSERVER-5977] "You don't have access to view or create knowledge base articles." but users have all the access and permissions configured on SD and Confluence
| Fix Version/s | Original: 5.15.0 [ 107090 ] | |
| Fix Version/s | New: 5.15.2 [ 108100 ] |
| Resolution | New: Fixed [ 1 ] | |
| Status | Original: Waiting for Release [ 12075 ] | New: Closed [ 6 ] |
| Remote Link | New: This issue links to "Page (Confluence)" [ 877994 ] |
| UIS | Original: 6 | New: 5 |
| UIS | Original: 7 | New: 6 |
| UIS | Original: 9 | New: 7 |
| Description |
Original:
h5. Problem
The KB feature just won't work without OAuth with impersonation, and the error is misleading h5. Steps to reproduce the issue # Create an AppLinks between Jira and Confluence using OAuth. # Link a KB space with a Service Desk project and set to allow {{{}Only licensed users who have access to the space{}}}. # Configure the space permission accordingly in Confluence. # As a SD and Confluence licensed users, with absolute permission on the linked space, view a Service Desk issue and observe the _Related knowledge base articles_ panel. h5. Expected result The user can view suggested articles or given the option to create a new article h5. Actual result * !screenshot-1.png|thumbnail! * in the browser developer tools > Network tab, there's a 403 error and the response --> {noformat} {"errors":[{"errorMessage":"Can't return search results because of a problem with the Confluence space permissions. They might be misconfigured, or in conflict with the knowledge base settings in Service Desk. Ask a system admin to help you troubleshoot."}],"reasonKey":"sd.knowledge.base.applink.forbidden","reasonCode":"403"} {noformat} h5. Workaround Utilise *OAuth with impersonation* for AppLinks Documentation related to this change [can be found here.|https://confluence.atlassian.com/servicemanagementserver/set-up-a-knowledge-base-with-confluence-server-1018775515.html#SetupaknowledgebasewithConfluenceServer-trueapplink_confluence.png403.LinkJiraServiceManagementtoConfluence] *In particular, note:* Check the servers have the same set of users, to configure using OAuth (with impersonation) authentication. |
New:
h5. Problem
The KB feature just won't work without OAuth with impersonation, and the error is misleading h5. Steps to reproduce the issue # Create an AppLinks between Jira and Confluence using *OAuth (without impersonation)*. # Link a KB space with a Service Desk project and set to allow {{{}Only licensed users who have access to the space{}}}. # Configure the space permission accordingly in Confluence. # As a SD and Confluence licensed users, with absolute permission on the linked space, view a Service Desk issue and observe the _Related knowledge base articles_ panel. h5. Expected result The user can view suggested articles or given the option to create a new article h5. Actual result * !screenshot-1.png|thumbnail! * in the browser developer tools > Network tab, there's a 403 error and the response --> {noformat} {"errors":[{"errorMessage":"Can't return search results because of a problem with the Confluence space permissions. They might be misconfigured, or in conflict with the knowledge base settings in Service Desk. Ask a system admin to help you troubleshoot."}],"reasonKey":"sd.knowledge.base.applink.forbidden","reasonCode":"403"} {noformat} h5. Workaround Utilise *OAuth with impersonation* for AppLinks Documentation related to this change [can be found here.|https://confluence.atlassian.com/servicemanagementserver/set-up-a-knowledge-base-with-confluence-server-1018775515.html#SetupaknowledgebasewithConfluenceServer-trueapplink_confluence.png403.LinkJiraServiceManagementtoConfluence] *In particular, note:* Check the servers have the same set of users, to configure using OAuth (with impersonation) authentication. |
| Fix Version/s | New: 5.15.0 [ 107090 ] |
| Status | Original: In Review [ 10051 ] | New: Waiting for Release [ 12075 ] |
| Assignee | New: Benjamin Suess [ c8bcca445054 ] |