Limiting knowledge base access to Customers and Agents

Gideon Benari

I want to create one set of knowledge base articles for customers (how to, common FAQ etc.) and a separate set of articles for Agents (how-to resolve certain techinical problems and specific client requests).

 

Do I need to create a separate Concluence space for either?

 

Can this be done with permissions?

Angélica Luz

Hello @Gideon Benari,

Thank you for reaching out to Community!

When linking a Confluence space to a Service project, there are only two permissions levels: All logged-in users (users and customers) and Only Confluence users. 

Even though in Jira there are only those options, it’s possible to restrict pages to agents and it won’t be visible for customers in the portal, but it will be necessary to change it in Confluence directly.

In order to be easy to manage the pages, using a different space it’s a good option, but you can use the same space because you can restrict only the pages.

For example, you can restrict the page to the group jira-servicedesk-users/jira-servicemanagement-users.

When restricting the page, then the agents will be able to view the article in Jira or in the portal. 

Kind regards,
Angélica