Allow JSM customers to view Confluence pages without a license

Summary

This article lists the permissions required for Jira Service management customers to access a Confluence space linked to the JSM project without a JSM or Confluence license.

Solution

The below permissions should be checked and enabled, to ensure that JSM customers with an Atlassian account can view the pages directly on the linked Confluence space:

Only internal customers can access the Confluence space, i.e. Customers having an Atlassian account with only site access. Note: External customers or Portal-only customers can only view the Knowledge articles from the Portal view; they won't be able to access the Confluence space to view the articles. As a workaround, we can migrate the portal-only customers to Atlassian accounts if they should have access to Confluence spaces as well.

 Check the project-level Knowledge Base settings:

1. Navigate to JSM project > Project settings > Channels & self service > Knowledge base.

2. Ensure that the selected space > Who can view is set to All logged-in users.

Check the space permissions: 

1. Navigate to JSM project > Project settings > Channels & self service > Knowledge base.

2. Click on Settings next to the space to open the space permissions.

3. Ensure under General > Any active user can view this space is enabled.

In case this is disabled, it can be enabled by: 

1. Navigate to JSM project > Project settings > Channels & self service > Customer Permissions.

2. Reset the setting selected and click on Save.

3. Navigate to the project level Knowledge Base and select "All logged-in users" as mentioned in #2 on this page.