No respect of organization restriction on the Knwoledge Base

Question

Here's my problem:

I have a knowledge base with several articles. Some articles are only visible to organization X, others to another organization Y, and still others to both organizations X and Y.

In the Help Center, using the tree structure, each organization has access only to its respective restricted articles.

But by using the field search, organizations X and Y have access to all the articles in the knowledge base. This is annoying insofar as these articles may contain confidential information about a customer.

Is it possible to restrict the search to articles for which the user has access rights?

Agnès DOS SANTOS_u7mmq9 · Answer

Hi Joseph,

Thanks for your answer but the solutions given don't correspond to my problem

The 2 links don't explain how to give rights to certain articles (Confluence pages) to users grouped together in an organization.

I don't want to restrict articles to "Anyone, All logged-in users or Only Confluence users", I want to restrict access to Organizations.

As all my customer are "logged-in users", the 3 options of restriction doesn't apply to my case.

I just want to give "view" access on certain articles on the Help Center and on KB to one or more Organization.

In others words, I want to have the possibility to define "view" access (authorised / not authorised) page per page of the KN for Organizations.

If this isn't possible, I don't understand the purpose of grouping customers by organization.

Here's my use case:

In my KB, I have :

- some articles visible by all customers

- some articles only visible by Organization X

- some articles only visible by Organization Y

- some articles only visible by Organization Z

- some articles only visible by Organization X and Z

And, for the Organization X, I would like to have a Help Center with only view access to:

- some articles visible by all customers

- some articles only visible by Organization X

- some articles only visible by Organization X and Z

and search results presenting only articles visible by Organization X

for the Organization Y, I would like to have a Help Center with only view access to:

- some articles visible by all customers

- some articles only visible by Organization Y

and search results presenting only articles visible by Organization Y

Joseph Chung Yin · Answer

@Agnès DOS SANTOS -

I am assuming you are using Confluence as the source for your KB articles against your JSM project.  Take a look at the following links -

https://support.atlassian.com/jira-service-management-cloud/docs/restrict-access-to-knowledge-base-articles/

https://support.atlassian.com/jira-service-management-cloud/docs/manage-knowledge-base-permissions-from-your-service-project/

Access to articles can be further restricted on the Confluence end.

Lastly, here is another link where one other community leader suggested by setting different JSM projects to handling similar ask mentioned in the past.   https://community.atlassian.com/t5/Jira-Service-Management/Multi-Organisation-and-knowledgebase-permissions/qaq-p/2226926

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.