Multi Organisation and knowledgebase permissions

Tom De Coninck_t2chhu

Hello community,

 

I am testing Jira Service Desk for multi customer approach. Currently i have setup 1 project and created multiple organisations, where i can group the customers.

 

So far so good.  Now i'm creating Knowledge base articles. This works also fine. The customer can see the knowledgebase articles.

 

Some customers need specific knowledge base articles, that I don't want other customers to see.

 

i can't figure out if it's possible to give permissions based on organisations. Like this:

- knowledgebase articles for all organisations

- knowledgebase articles for organisation A

- knowledgebase articles for organisation B

- knowledgebase articles for organisation A + B

 

PS: I am using external customer accounts.

 

thanks for guiding me.

 

Tom

Walter Buggenhout

Hi @Tom De Coninck and welcome to the Community!

You cannot restrict access to a subset of articles from the knowledge base to JSM organisations. The way knowledge base articles are displayed is pretty open, as you may have learnt from your initial setup experience.

If you want separate content for your customers, that would require you to split up your Service Desk into separate portals (JSM projects) by customer, that you can then use to link separate knowledge bases to. Luckily, it is possible to link more than one Confluence space to a JSM project as KB, so you can still keep a central repository for your generic content and separate spaces for restricted content.

This obviously has implications to how you manage tickets across the board as well, so it is important to validate whether you really have to offer KB content specifically for every customer separately. For the content that is customer specific, you may restrict pages in your KB space so they are only visible to internal team members, so they can still use the content to lookup and provide answers to customers in that specific situation.

Hope this helps!