Related KB Articles and Page Restrictions

[John Hastings-Kimball]

I have some "internal" KB articles that I would like to have appear in the Related KB Articles section in order to help our agents resolve cases that are not suitable for client consumption. When I edit the page so that viewing is restricted, the article disappears from the Related KB Articles section of the issue - even though I am still able to view the article. 

Is there any way to restrict the viewing of an article to a particular audience and still have that article appear in the Related KB Articles section of an issue for members of that audience? 

[Ross McCoy]

Hello @John Hastings-Kimball,

I tested the following procedure using my local Jira and Confluence instances, and I was able to verify that the viewing restrictions were able to properly set which articles appear in the Related KB Articles section in the issue view.

1. Create a space in Confluence called KB Test Space.
2. Create a user in Jira called Test User. We will use this user to test the restrictions for KB articles. This user will need access to both Service Desk and Confluence (in my instance, I added them to jira-servicedesk-users and confluence-users).
3. Create a group in Jira called KB Test Group, and add the user from step 2 to this group (Or whichever user directory you currently use, you just need to make sure the group is visible in Confluence and Jira).
4. Create a Jira Service Desk project called KB Test Project using the Basic template.
5. Add the user you created in step 2 as an administrator to the JSD project in Project Settings > Users and Roles.
6. Click on Project Settings > Knowledge base
7. Link to the Confluence space you created in step 1.
8. Click on Queues in the left-hand navigation bar, and then click on the issue created automatically by Jira.
9. In the Related KB Articles section, click create an article. You will need to create two separate articles.
10. For page 1, set viewing and editing to be restricted and do not add any other restrictions.
11. For page 2, set viewing and editing to be restricted, and add KB Test Group to the restrictions with can view and edit permissions.
12. Log out of Jira, and login using the Test User user credentials.
13. Browse to the KB Test Project and select the issue we added KB articles to in step 9.
14. The KB article Page 1 should not appear, but Page 2 should appear.

If both pages still appear, you may need to do some further troubleshooting to determine the cause of this - I tested the above procedure in Confluence 6.15.4 and Jira 7.12.3 and it successfully restricted the KB article for me. If you're still having this problem, you're welcome to reply to this and we'll see what further issues could be happening.