Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. 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

      Problem

      The KB feature just won't work without OAuth with impersonation, and the error is misleading

      Steps to reproduce the issue
      1. Create an AppLinks between Jira and Confluence using OAuth (without impersonation).
      2. Link a KB space with a Service Desk project and set to allow Only licensed users who have access to the space.
      3. Configure the space permission accordingly in Confluence.
      4. 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.

            [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

            Johannes added a comment -

            This has a big impact for us. Unfortunately the workaround did not help.

            Johannes added a comment - This has a big impact for us. Unfortunately the workaround did not help.

            See this trick: Enable OAuth (without impersonalisation) in both systems (Jira and Confluence), disable again and enable Oauth but in this case with impersonalisation. (Something like the typical trick of restart the system xD ) In my case now works! hope this can solve your issues guys

            Raul Pelaez (TecnoFor - Marketplace Partner) added a comment - See this trick: Enable OAuth (without impersonalisation) in both systems (Jira and Confluence), disable again and enable Oauth but in this case with impersonalisation. (Something like the typical trick of restart the system xD ) In my case now works! hope this can solve your issues guys

            Have been getting this for some time now in multiple sites on the Jira side in the 'Related Knowledge Base Articles' section of the view issue screen.  As much as this functionality is supposed to be available, and as much as people needed - please fix.  Its been going on way too long. Thanks!

            Shari Barchus added a comment - Have been getting this for some time now in multiple sites on the Jira side in the 'Related Knowledge Base Articles' section of the view issue screen.  As much as this functionality is supposed to be available, and as much as people needed - please fix.  Its been going on way too long. Thanks!

            Hi, 

            We are facing this same issue with Jira Service Desk 3.16.11 and confluence 7.13

            Regards

            Pragya Sardana

            Pragya Sardana added a comment - Hi,  We are facing this same issue with Jira Service Desk 3.16.11 and confluence 7.13 Regards Pragya Sardana

              c8bcca445054 Benjamin Suess
              michin Michelle Chin
              Affected customers:
              31 This affects my team
              Watchers:
              26 Start watching this issue

                Created:
                Updated:
                Resolved: