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Restricting knowledge base articles to certain unlicensed users

Iana_idll5u

I have Jira Service Desk (JSD) to treat our clients requests and have a Confluence Knowledge Base linked so that clients can look for help articles from the Service Desk Customer Portal. Our clients don't have Jira Service nor Confluence licenses.

Most Knowledge Base articles can be viewed by all our clients (provided they are signed in) but some articles should only be viewed by certain clients.

I've restricted the pages to the client groups that are allowed to view them.

When I search the pages in the client portal as a user (unlicensed) that's part of the restricted access groups, the title of the page appears under suggested articles, but when I try to open it, a message appears saying I don't have access to that page.

Any ideas on why this could be happenning?

Thanks in advance.

Accepted answers

Kishan Sharma

Hi @Iana If you are adding a restriction to the page, it means that the permissions are given to licensed users. In your case, it seems that the user is unlicensed, and so they are not able to access the page.

All comments

Kishan Sharma

Iana_idll5u

Hi @Kishan Sharma

Thanks for your prompt reply. Do you know if there is any way to restrict access to some clients without them being licensed users?
For example, could I have a knowledge base/space that's accessible to all my clients (unlicensed users) and a knowledge base/space that's accesible only to clients (also unlicensed) that are part of a certain group?

Thanks

Kishan Sharma

Hi @Iana Unfortunately this is not possible. If you are setting up permissions to users it basically means the users can use confluence and will count towards a license. Refer understanding the user count for your license.

If my answer was useful, you can accept it so that you can help other community members having similar query.

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