[Urgent] Difference between Internal vs External Knowledge Base in JSM

[田中優貴]

Body:
Hi everyone,
I’m currently setting up a knowledge base in Jira Service Management and need urgent clarification on the difference between internal and external KBs.

From what I understand:

• External (Customer-facing): Customers and agents can view Confluence articles through the portal. Users without a Confluence license can access these articles if permissions are configured correctly.
• Internal (Agent-facing): Agents can access Confluence articles directly within JSM. However, this feature seems to require a Confluence license, and non-licensed users cannot use it.

My questions:

1. Is this understanding correct?
2. Is there any way to allow internal KB access without a Confluence license?
3. We plan for our IT team to use the internal KB and other internal users to use the external KB. Are there best practices or configuration examples for this setup?

References:
[support.atlassian.com], [docs.atlassian.com]

[Marc -Devoteam-]

Hi @田中優貴 

So in my understanding you created 2 different spaces.

As information needs to be available via the portal, based on permissions, users can access the space unlicensed.

Spaces that should not be customer facing via the portal, you have 2 options.

1. Anonymous access, non-licensed, but everyone with the url can see all the information
2. Licensed access. Any space that is not JSM customer visible or anonymous visible, can only be access by licensed Confluence users.

So for you, as the solution.

Grant the IT Team a Confluence license and add this group of users to be able to access the internal KB.