Allow JSM customers to view Confluence pages without a license
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
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 (those with an Atlassian account and site access) can view the linked Confluence space directly. External/portal-only customers can see Knowledge articles only in the Portal view; to grant them space access, they must be migrated to Atlassian accounts.
Check the project-level Knowledge Base settings:
Navigate to JSM Space settings > Channels & self service > Knowledge base.
Ensure that the selected space > Who can view is set to All logged-in users.
Check the space permissions:
Navigate to JSM Space settings > Channels & self service > Knowledge base.
Click on Settings next to the space to open the space permissions.
Ensure under General > Any active user can view this space is enabled.
In case this is disabled, it can be enabled by:
Navigate to JSM Space settings > Channels & self service > Customer Permissions.
Reset the selected setting and click Save.
Navigate to the project level Knowledge Base and select "All logged-in users" as mentioned in #2 on this page.
Once the settings are changed, have an internal customer (Atlassian account, site access, no JSM/Confluence license) open a page in the linked space to confirm access; if blocked, recheck both the "Who can view" and space permission settings.
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