Changes in Confluence that affects viewing articles in the Customer portal
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
When linking one or more Confluence spaces to a Service Management project, customers can search and view articles in the Customer portal.
In this documentation, we will cover Confluence settings that may affect customers' viewing of articles in the Portal.
Cause 1
Overview page restriction
If the Overview page of a Space is restricted, all pages of the space will be unavailable in the Customer portal.
Even if all pages under the page tree are public, the Overview page restriction will override the page permissions.
This restriction may also prevent agents from viewing the articles via the Knowledge Base in a Service project.
Cause 2
Page restrictions
On Confluence it’s not only possible to change the permissions of an entire Space, but also from the pages themselves.
When accessing the pages, we can see if a page is restricted via the padlock at the top right.
For the page to be also visible via the Customer Portal, the page permission must be set as Anyone can view.
Cause 3
Parent page restriction
When a parent page is restricted, the permissions will also be applied to the child pages, similar to what happens when the Overview page is restricted (Cause 1).
Once a parent page is restricted, the parent and the child won’t be accessible to the customer.
Cause 4
Space permissions (Any active user can view this space disabled)
When a Confluence space is linked to a Service project, it will automatically set the Space permission to Any active user can view this space.
By disabling this permission, it will make the Who can view setting via Service Management to be set to Only Confluence users and with that, the articles will be unavailable in the Customer Portal.
The permission to All logged-in users can only be enabled again via Project settings > Knowledge base.
Cause 5
Unsupported
Blog Posts are currently not supported to be viewed in the Customer Portal, so in case there are many Blogs on the Confluence space linked to the Service project and it’s not visible to the customers, this is expected.
JSDCLOUD-828 - Getting issue details... STATUS