Knowledge Base without ticket submission

Question

We have implemented Jira Service Desk with a Knowledge Base configured to one of our Confluence Spaces. We have enabled anonymous access to so anyone can view the portal and browse through the support articles we have created.

What I am looking to do now is turn off the ability to submit a ticket from a KB article. We have some articles that prompt them to contact someone else for an issue, but users are still clicking the button that is located within the KB article and submitting the issue to us.

I attempted to updated permissions to restrict anonymous ticket submission, but then it won't allow a user to even access the portal and see the KB articles without logging in.

Any thoughts or suggestions?

Christian Happel · Answer

Hi @Casey Jeane,

unfortunately no good news from me.

We only use one project and one portal for everyone:
We ended up being a little bit more restrictive on who we give access to the support portal, and at the same time accepting that some of them could create support tickets while they shouldn't. This is working quite well and hasn't led to any support tickets from people we don't want to.

Best regards, Christian

Casey Jeane · Answer

Hi, @Christian Happel. Did you ever receive confirmation of the items you posted above? I am working with a similar use case and am curious if the product functionality has changed since 2022.

If you or @Kayne Kreitzer found acceptable workarounds, would you consider sharing?

Thank you.

Christian Happel · Answer

Thanks @Angélica Luz . Understood.

However, this would have a couple of drawbacks, right?

Either I now have to maintain users for both projects separately, meaning all users for the "request-portal" also need to be maintained for the "KB-portal". (Not sure how integrated the KB articles then are in the "request-portal" when submitting a request.

Or I have to link the same KB to both projects: This allows me to maintain one user group in one project, the second one in the other. But then I have to maintain the KB categories and KBA-assignments to categories in both projects.

Please tell me I'm wrong and there's an easy solution to those two problems ;-)