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  1. Jira Service Management Data Center
  2. JSDSERVER-848

Knowledge base articles not visible for "Customers"

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    • Icon: Bug Bug
    • Resolution: Not a bug
    • Icon: Medium Medium
    • None
    • 2.0.2
    • Knowledge Base

      Service Desk customers are able to access KB articles

      Service Desk knowledge base help
      Integrating with Confluence

      Original bug description

      With the agent based pricing for Service Desk, we have now 3 different user types on JIRA end:
      Customers
      Users
      Agents

      Customers have user credentials on the JIRA instance, which poses an issue when this JIRA instance is connected to a Confluence instance, and uses the knowledge base functionality.

      When using an Impersonating authentication type application link, the Customer will not be able to access the knowledge base articles, since their user does not have application access to Confluence. Allowing anonymous access to the space of the knowledge base does not take priority over a blocked user authentication based on application access.

      When using an Non-impersonating authentication type application link, this will have implications for JIRA Users who also use Confluence, but beyond the spaces used for the Knowledge Bases.

      This prevents proper knowledge base access configuration to Customers with the new agent based pricing model.

          Form Name

            [JSDSERVER-848] Knowledge base articles not visible for "Customers"

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304140 ] New: JAC Bug Workflow v3 [ 3124975 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058108 ] New: JSD Bug Workflow v5 - TEMP [ 2304140 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055635 ] New: JSD Bug Workflow v5 [ 2058108 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955575 ] New: JSD Bug Workflow v5 - TEMP [ 2055635 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615444 ] New: JSD Bug Workflow v5 [ 1955575 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1602167 ] New: JSD Bug Workflow v4 [ 1615444 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1398790 ] New: JSD Bug Workflow v2 [ 1602167 ]
            Marty (Inactive) made changes -
            Component/s New: Knowledge Base [ 26195 ]
            Owen Sanico [Administrative Account] made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 730538 ] New: JSD Bug Workflow [ 1398790 ]

              Unassigned Unassigned
              mnassette MJ (Inactive)
              Affected customers:
              8 This affects my team
              Watchers:
              18 Start watching this issue

                Created:
                Updated:
                Resolved: