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Jira service management Knowledge base spaces visible for confluence licensed users.

Dennis Dolman

Hi,

Currently, we have a situation where we have knowledge bases for customers and customers with Confluence licenses. The customers with confluence licenses are able to see all knowledge base spaces. Is there a way for me to restrict that? It does gives me the following notification:

This space is linked to a project in Jira Service Management so users can view knowledge articles when they raise requests.

If you disable this permission, it can only be enabled again through Jira Service Management.

While i understand that, i would like to have confluence users not see these spaces. Is there any way i can restrict this?

tldr: I want confluence licensed users not being able to see knowledge spaces.

Kind regards,

Accepted answers

All comments

Rilwan Ahmed

Space visibility can be restricted by the permissions of that space in confluence. Only users with view permission, can view the space in confluence or in JSM.

Pramodh M

If your customers can see the space, there's no way to restrict the space or pages

Below are screenshots for reference

This is a page view from JSM

This is a page view from Space permissions in Confluence

And when you restrict the page, it doesn't allow you to perform the same

Thanks,
Pramodh

Nic Brough -Adaptavist-

There's a bit of a complex explanation to this, but I believe you can do it, in some cases.

Imagine you have two people - a customer and a developer. (I'm going to talk about your "customers with licences" as developers to try to simplify the writing)

Your customer has a customer account with your Jira Service Management system, and because they are a customer there, they get (read) access to Confluence knowledge base articles. They do not really log into Confluence directly.

Your developer does have a Confluence log in and can be granted (or refused) all sorts of permissions in there.

So, the very simple obvious thing to do is make sure your developers do not have "use space" permission in the Knowledge Base spaces.

Now, if your developers are also customers of the service desk, you'll find they can only read the KB via the Jira Service Management route, because their developer rights do not let them in.

Dennis Dolman

Hi Nic,

I like your example. Let's continue on that.

We have groups setup in Confluence for permissions. The developer is in Group 1.

There is a Confluence Space 1 and Confluence Space 2.

Space 1 is the knowledge base.

Space 2 is the documentation of the DEV.

The Developer needs to have access to Space 2 only. We don't want him added to Space 1.

What i did:

- Add Group 1 to Space 2 with View permissions in confluence.

- Don't have Group 1 added in Space 1 in any way.

In the above, the developer can still see space 1. Is there another place to set permissions?

Rilwan Ahmed

Check global permissions what groups are added and their permissions.

Dennis Dolman

@Rilwan Ahmed The groups Developer 1 is member of, has no global permission specified.

Dennis Dolman

Hi Pramodh,
Thank you for your reply.

I also noticed these, But it almost feels I'm missing something as i should be able to restrict knowledge bases from regular confluence users.

Perhaps a feature request?

Kind regards,

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