Confluence as a embedded knowledge repository for JSM

[Bert Duhamel]

We want to use Confluence a  source for the knowledge base to support our JSM activities.
Do we need to purchase Confluence licenses for that?

[Arkadiusz Wroblewski · Accepted solution]

Hello Bert,

While the Jira Service Management knowledge base is powered by Confluence, you don't necessarily need a paid Confluence license for every user. Customers can view articles through the help center entirely for free, as long as your project's permissions are configured for customer access.

Paid Confluence licenses are generally only required for team members who need full access to the Confluence product itself outside of the JSM workflow. To get started, link your Confluence space to your JSM project and configure who can view and edit the articles directly within the project's knowledge base settings.

Some "Food for Thoughts":

Free Confluence for Jira Service Management Knowledge Base (Annual Licenses) | Jira and Jira Service Management | Atlassian Support

Give access to unlicensed users from Jira Service Management | Confluence Cloud | Atlassian Support

Manage who can view and edit your knowledge base articles | Jira Service Management Cloud | Atlassian Support

Best,

Arkadiusz🤠

[Bert Duhamel]

Thanks Arkadiusz!

In some articles I see there is a possibility to connect the knowledge base to a sharepointsite.  What steps are needed to make this happen?  And does this mean the knowledge would be transferred to confluence or do we get same functionality as if we keep articles in confluence?

[Ajay _view26_ · Accepted solution]

Hi @Bert Duhamel 

As @Arkadiusz Wroblewski mentioned you need Confluence added to your site, but not necessarily a paid plan.

JSM's knowledge base feature is "powered by Confluence" under the hood. To activate it, you do need to install/add Confluence to your Atlassian site.

If you're on a monthly billing plan, you can add Confluence on the Free plan (up to 10 users) and that's enough to unlock the KB integration with JSM.

If you're on an annual plan, it's a bit more involved — you'll initially need to add Confluence on Standard, but then you can remove all billable users from Confluence product access to bring your cost down. Atlassian has a specific KB article on this: Free Confluence for JSM Knowledge Base (Annual Licenses).

[Bert Duhamel]

Thanks for your clear and complete answer!