Control article suggestions for agents

Question

Hi,

I know that in your Knowledge base settings in a service project in JSM you can filter which article(s) are shown on the portal by enabling suggestion and restricting articles based on labels.

But can we do the same for the agents ?

It looks like JSM will read the summary and try to match every article in the Confluence space linked with the summary. But it doesn't apply the same filter as the portal so we see one suggestion in the portal and 9 in the agents view.

Thanks !!

Helen Gosper · Answer

@Frederic Chartrand I am also interested in how your problem could be solved.

Frederic Chartrand · Answer

That's a valid suggestion.

Unfortunately it doesn't solve my problem. JSM would still show me all the other articles or I'd have to secure each article behind a restriction which is unmanageable.

But I"ll remember your answer as it could be useful in the future.

Thanks !

Fabian Lim · Answer

Hi @Frederic Chartrand

In addition to the labels you can assign permissions/restrictions to the pages.  For example, if you have an Security Incident page that only security agents need to see, you can restrict the page to the security group.  Other agents who are not part of the group will not be able to view/search the content from the portal or integrated KB articles.

I hope this helps.