Jira Service Management and Knowledge Bases - control who can view knowledge bases

Question

Hello,

My question particularly pertains to the linking relationship between Jira service management and knowledge bases. I am on the server version.

Our use case is as follows:

We have our JSM project customer permissions set for only Customer who are added to the project can raise requests/access the portal.

We have a setting selected for All active users and customers can access the knowledge base without a Confluence license, but this is problematic because we really only want those customers who are added to the project who can raise requests to be able to access the knowledge base. We do not want all active users to be able to view the knowledge base, but the customer users are not licensed, so we cannot change the setting to only licensed users who have access to the space.

Has anyone found a good solution for this type of scenario? Any plugin recommendations?

Nic Brough -Adaptavist- · Answer

Ok, so go into the space permissions and look to see who has access with a licenced account.  The space permissions will not list customers as an option.

But the box you have ticked there also is quite clear - "active users" means "people who can use Confluence".  It does only give them "read the KB" though, nothing more.

Bear in mind that your other users may have accidental access to view by being "customers" in Jira as well.

Adrienne McCoy · Answer

Hi Nic! Thanks for your response.

I don't have anonymous access on.

I only have these settings in the JSM project. If I update it to only licensed users who have access, it won't allow my customers who are unlicensed to view. If I leave it as All active users can view, in testing, I've found that anyone with a Confluence license can view the space.

Nic Brough -Adaptavist- · Answer

Just turn off the anonymous access.

Customers will be able to see the knowledge bases by virtue of being JDM customers, your user's access can be controlled by permissions in each space.