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Knowledge management and confluence - licensing model

Guillermo Conesa

In a scenario where you have Jira Service Management if you want the users to have access (read only) to Confluence articles so they can see the solution to their problems and try to fix it by themselves.

All the ITSM tools include knowledge management capabilities without paying more, in this case, or do I need to purchase a confluence license for each user in the company for this purpose?

Accepted answers

Dave Mathijs

Hi @Guillermo Conesa welcome to the Atlassian Community!

Customers who access your customer portal are able to search knowledge base articles via the portal, they don't need a Confluence license.

However, all people who contribute to the KB, the knowledge workers who create and edit articles in Confluence DO need a Confluence license.

The user license tier for Confluence can be different from the user tier for Jira Service Management.

All comments

Dave Mathijs

Hi @Guillermo Conesa welcome to the Atlassian Community!

Customers who access your customer portal are able to search knowledge base articles via the portal, they don't need a Confluence license.

However, all people who contribute to the KB, the knowledge workers who create and edit articles in Confluence DO need a Confluence license.

The user license tier for Confluence can be different from the user tier for Jira Service Management.

Guillermo Conesa

Thanks for the answer but,
https://confluence.atlassian.com/confeval/confluence-evaluator-resources/confluence-read-only-access-and-licensing

According with the documentation I would have to publish to internet the whole knowledge base to give unlicensed users read only access?

https://support.atlassian.com/confluence-cloud/docs/make-a-space-public/

When you make your content available to anonymous users, this means anyone on the internet. The anonymous access feature can’t accommodate sharing with some anonymous people and not others. It’s all or nothing.

If anonymous users have access to your site (managed in global permissions) your content will be indexed by search engines. In other words, your content will show up in Google searches.

Guillermo Conesa

@Dave Mathijs Any feedback?

Dave Mathijs

Yes, that is correct. Cloud is not behind-the-firewall, so allowing read-only anonymous access means public access to everyone on the web.

Galen Murdock_cbkmda

See this workaround: https://community.atlassian.com/t5/Jira-Service-Management/Re-How-can-I-enable-read-access-to-jira-service-manageme/qaq-p/2826374/comment-id/182871#M182871

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