Yep I have done that. Thanks.

Hi don.hancock,
Could you create a support ticket at https://support.atlassian.com? We can provide you with support specific to your circumstances and with higher security. The credentials should be the same as for this site (https://jira.atlassian.com).

This is still an issue for me too

• I have a server instance
• App links are configured
• Can search KB from JSD when logged in a any other user.
• KB space and confluence is open to anyone
• Can view the KB page when logged in as a portal customer just not in the JSD search

Please can someone link this ticket to https://jira.atlassian.com/browse/AOD-7492

How can this be closed and "Not A Bug" when so many of your users are explaining how it is a bug. Atlassian needs to start listening to its users. Last year when it introduced helpdesk, many many users started to tell them why the licencing model would not work, and this year they have eventually changed it. How about listening to customers rather than just closing tickets, you are just driving customers from your (in general very good) product with your arrogance over the licencing.

From our perspective, it does not make sense to change the licencing structure for JIRA Service Desk (so Service Desk Customers do not have to be Users of JIRA), yet the Knowledgebase feature only works if the Customer is also a Confluence User, or if the Confluence Space is set to allow anonymous access.

I can confirm the Knowledgebase feature does work if set up correctly, but it requires anonymous access. We cannot allow anonymous people to access any of our material. We had looked forward to setting up JIRA Service Desk so logged in Customers could access this.

This will affect our decision to purchase JIRA Service Desk. Our current help desk system does have an integrated knowledgebase, which users can only access after they have logged in - it does not require anonymous access to the entire world.

I've looked at the documentation you added in the description Anund. However as our confluence KB is unrestricted this should work according to the documentation. However I'm not sure if the problem is clear. The problem (for us at least) is that the KB search does not give any results when typing in the Summary field when logged in as a "customer". The KB search works perfectly in the customer portal if you are logged in as an agent, but as said not if logged in as a "customer".
Our KB is unrestricted and available for anonymous access. (Our customers can reach it directly through our confluence instance, but the search in JSD does not work).
This feature would give the product lot of value for us, as many of our customers do not search our KB before requesting support.

We enabled anonymous access to confluence, but as a service desk customer still no articles can be found!

This ticket is misleading. Service Desk customers are able to access knowledge base articles. Closing now.

Knowledge base articles are visible by customers. There seem to be a number of separate misunderstandings about how license and configuration interact. There are two ways to allow your Service Desk customers to search KB articles.

The first, and currently recommend way, is to allow anonymous access to the KB articles in Confluence.
If anonymous access is undesirable all your Service Desk customers must have Confluence accounts first.