JIRA Service Desk - Customer Knowledge Base

Question

So I have customers that will need to access the knowledge base in Service Desk, and I assume/hope I don't have to get them paid licenses. I see that they can setup a portal user, which is great.

Issue is that when I restrict knowledge base articles to not be publicly available, then those portal users are also not able to see the articles.

Does anyone know how I can allow my service desk portal users to access the knowledge base AND not make those articles available to the public?

Any help is appreciated! :)

Brett Parkhurst_8gbo5q · Answer

I'm looking for the exact same thing.  We have Jira users that need access to JIRA with an Atlassian account and we have Confluence users that have licenses to create KB articles.

Can we have our customers accessing our portal access the KB articles without having an Atlassian account?  This is a huge hurdle for us to adopt this as our Help Desk support.

unknown · Answer

Thanks for the articles Adrian! The problem is that I don't see the need to convert my customers to an Atlassian account. I certainly don't want to pay for users that are customers (should just be internal). So, I'm really looking for how to provide portal users of service desk a way to view the knowledge base without making that confluence space public. Any ideas?

Thanks! 
Chris

Adrian Stephen_q490r0 · Answer

Hi @[deleted]

Welcome to the community!

We already have a few articles on how you can achieve this :

* https://confluence.atlassian.com/jirakb/how-to-restrict-access-to-knowledge-base-for-certain-customers-966670627.html
* https://confluence.atlassian.com/jirakb/how-to-restrict-customers-access-to-specific-projects-only-in-jira-service-desk-917965224.html
* https://confluence.atlassian.com/doc/give-access-to-unlicensed-users-from-jira-service-desk-829076204.html

Can you confirm if this is what you are looking for ?

Regards,
Adrian Stephen