difference between internal and external knowledge bases

[Steeve P.]

Hi Everyone,

Currently trying to get the most accurate way of documentating process for our agent working on issues.

Found out there is 2 way of using "Knowledge base" in JSM.

Internal and External.

At first view "Internal" (Descripted : Only agents and admins can access internal knowledge base. ) Seems the most accurate one.

But then realised that as soon as I put my Confluence space in Internal...there is no longer possibility for agent to access thos directly from an Issue view.

By opposition, External, desgined for customer is directly indexed In "Knowledge base" field in the issue and give agent the abilty to find relevant documentation.

Seems that Even Rovo, behing the "Suggestion" frame, is ignoring my "Internal KB"

Of course i've read this page...

https://support.atlassian.com/jira-service-management-cloud/docs/the-difference-between-internal-and-external-knowledge-bases/

Again and again...

But still not getting it... What would be the purpose of this" Internal" if it means that the only way to access it is over the "KnowledgeBase" menu...and so needing to "search" for something yourself, and quit the current issue you're working on ?

[Marc -Devoteam- · Accepted solution]

Hi @Steeve P_ 

This is not possible, but there is an open feature request on this, see JSDCLOUD-18174 

[Steeve P.]

I Marc,

Thanks for the fast answer...

Was afraid it would be like that...but ok..

Hope the feature reach Development ;-)

[Derek Fields _RightStar_]

@Steeve P_ @Marc -Devoteam- I don't think that answer is quite right, at least if I understand your question correctly.

The "Internal" KB is a Confluence space. Therefore, your agents need to have access to that space. If you did not purchase Confluence, you can still use the internal KB as JSM is supposed to provide you with a single Admin license for Confluence. This will allow you to set up your KB.

If you did purchase Confluence, then the issue above is moot and you can continue from here. Presumably you don't want to give your helpdesk agents Confluence licenses. What you need to do is to make each of them a Guest in the KB space. They are limited to a single space. Once you have made them a Guest in that KB space, they will be able to see all of the Internal KB articles and they will show up in the issue view.

Hope this helps.