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How to show knowledge base articles depending on customer group

Enza Moretti

I need the suggested articles from the Knowledge base displayed in the Service Desk Portal to vary based on the customer organization.

I thought I could achieve it with articles categories, but then I don't know how to link categories to customer organizations. Is it possible?

Thank you!

Accepted answers

Rebekka Heilmann (viadee)

Hi @Enza Moretti and welcome to the Community,

are the Customer Groups actual Atlassian groups that you manage via admin.atlassian.com ?

In that case, you can restrict articles/branches in the page tree on specific Customer groups. You do need a full Confluence license to do so.

I don't think you can use categories for anything other than sorting the articles in the Agent knowledge base view?

All comments

Rebekka Heilmann (viadee)

Hi @Enza Moretti and welcome to the Community,

are the Customer Groups actual Atlassian groups that you manage via admin.atlassian.com ?

In that case, you can restrict articles/branches in the page tree on specific Customer groups. You do need a full Confluence license to do so.

I don't think you can use categories for anything other than sorting the articles in the Agent knowledge base view?

Enza Moretti

Thanks @Rebekka Heilmann _viadee_ , nope, sorry, I wrote Customer groups but I meant Organizations. I'm going to edit the question.

Rebekka Heilmann (viadee)

Well in that case I don't know of any way to restrict knowledge base articles as you cannot restrict Confluence content to Organizations from within Confluence - Confluence only knows named Users and Groups.

The only thing you can do is restricting Request Types to Organizations and then limit the kb articles shown in that Request Type by labels. But that most likely is not what you need and an admin's nightmare.

There may be marketplace apps out there that provide further permission levels.

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