I have our project set up where our customers have access to our knowledge base and our issue creation portal. I am hoping to allow access only to the knowledge base for some customers, not the issue portal. Is this possible?
Hi @Brooke Hulteen
Does the Knowledge Base require a login? If not, could you leave this as an open area, but require a login for the portal?
Otherwise, you can restrict Customers' access to JSM Projects:
^ This should only allow users who are added to the Project to see it in the Help Portal.
You will need to add Customers to it though so they can see it, if it was open before.
See more information on this help page: https://confluence.atlassian.com/jirakb/limit-jira-service-management-visibility-to-customers-on-portal-779160886.html
Ste
Thanks for this suggestion! Unfortunately, we already have access restricted. Both knowledge base and portal already require login for information security. Do you know if there's a way to break down customer permissions within an already-restricted space?
@Brooke Hulteen -
To supplement @Ste Wright suggested, keep in mind access to KB via the JSM HELP Portal is controlled based on each project's Project settings. So if you want to allow customers to access KB only but not the JSM portal UI, then you need to open up your KB application to the them and not through the JSM Help portal in my opinion.
His suggestion of controlling visibility of projects hosted in the JSM Help portal UI is one of our standards that we implemented in our env. Again, only customers who can see the project first, then he/she will have access to the KB articles called out in the projects.
Hope this also helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
Viasat Inc.
Are these Customers internal (employees) or external customers?
They're external customers. I just want to have some be able to create and view tickets and others only be able to view the knowledge base.
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