Give access to Customer portal for guest users confluence

[Ellen Beentjes]

Hi,

We use guest users for customers that only need access to one space (a customer space) in Confluence Cloud.

We also use Jira Service Management, however these users can't access any of the knowledgebase pages in the support portals.

Is there a way to give access to the service desk AND be a Confluence Cloud user?

Thanks!

[Alex Koxaras _Relational_]

Hi @Ellen Beentjes 

Unfortunately you can't. I can confirm that if a user (portal only, or with an account id) is a JSM customer he/she has access to KB. From the moment he/she is granted the guest permission, it automatically stops seeing the KB. Keep in mind that guests in confluence is still in BETA, so no wonder why that's happening. Given the fact that:

Guests can only have access to one space at a time.

I don't think that currently you can achieve what you want.

[Ellen Beentjes]

Hi Alex, so if you are not a user in confluence, you can have access (as a portal customer), but as a guest user, your access is denied?

[Alex Koxaras _Relational_]

I think that's pretty much what's happening. You stop being a portal customer and become a guest user. You have to see if granting that guest user guest access to the KB, give him back that visibility (keeping in mind that guests can have access to only one space).

And again, this is a BETA feature with the guests. I wouldn't be surprised if they fix this (imo I think they should). Let me check if I can find a suggestion somewhere..

[Alex Koxaras _Relational_]

There you are: https://jira.atlassian.com/browse/CONFCLOUD-74966

Already exists such suggestion.

[James Waterman]

Does anyone know if this has been resolved? We have just rolled out a Confluence space to guests who are already Jira Service Management (JSM) users and it has now blocked JSM access for them!

[Ellen Beentjes]

Not up to now. I have raised a support issue since this is seriously impacting our operations. No workaround has been provided so far and a proper resolution is estimated to take quite some time. 

[Cormang]

Curious if this issue was resolved yet? We're moving from Confluence Server with Knowledge Base to JSM. The Customer Portal is not ideal as it's missing key features for navigating articles. For this reason, we'd like to also provide Guest access to our Knowledge Base in Confluence. 

[Harry Loof]

This one is operational an issue for us. Servicedesk is not able to give customers access to our confluence guest space, without asking our admin team. Anyone has a solution?