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If your Confluence is used also for Jira Service Management Knowledge Based articles, these articles can also include Snapshots.
Ensuring that Snapshots data is presented to JSM users when they access the page as an article, may differ on weather your Service Desk is open or restricted. We provide the details for each scenario in the next sections.
When Anonymous Access to the Confluence KB Space is enabled
If your portal, and its linked knowledge base, is open to anonymous access, Snapshots will be viewed by anonymous users. There is no need for specific configuration to achieve this.
When Confluence KB Space is accessible to JSM Users
When the access to the portal is restricted to users with customer accounts only, and your KB space has pages with Snapshots, follow these steps:
Verify that Confluence global permissions, are configured so that:
Anonymous access is blocked across Confluence
JSM Users have permission to Use Confluence
Verify which is the Space (or Spaces) that serve as the KB Spaces, and have Snapshots.
In Snapshots Configuration area, under the tab “Snapshots Permissions”:
Enable the toggle “This site contains Knowledge Base Articles For Jira Service Management”
Enable the space specific toggle only for the KB Space or Spaces.