Knowledge base articles created in Jira SD tickets can they be approved prior to customer facing

[Rob]

I am trying to setup a KB to deflect tickets from coming into Jira Service Desk that are basic troubleshoot articles that will deflect some minor tickets. I see that techs have the options to create a ticket in Jira SD ticket but I want to approve it prior to customer facing...is this possible?

[Jack Brickey · Accepted solution]

What I do is I have a KB-Sandbox space where are articles are drafted. Once approved they are moved into KB. You can control who has write permission into the KB space.

[Alex Christensen]

What @Jack Brickey mentioned is definitely the most cost-effective way to do this, in my opinion, and definitely what I would go with. :)

If you're using on-prem Confluence (Server or Data Center), there are also Marketplace apps out there like Comala Workflows which allow you to introduce workflows for drafts and publishing final versions of pages and such. This removes the need for having a separate space for drafting and allows you to create a built-in approval system in your Confluence pages if you want.