KB permissions for Virtual Agent

Jared Grywacheski

I have been tasked with setting up the Virtual Agent for our JSM. We have a Confluence Knowledge Base with some How-To Articles that we are going to use for AI answers (no intents are being used at this time). 

I am struggling with what permissions need to be set within JSM and within the KB itself. I am pretty sure that when I link the KB withing JSM I need to set the permissions to "All logged-in users"

But it's the permissions within the Confluence KB itself that I'm having troubles with. I obviously only want our customers to be able to view, but need our helpdesk staff to have the permissions to edit - am I doing this for each article? 

Also, is there a way to hide one particular article so that it's only visible to those that have edit access? Essentially it's just a page showing staff how to create a How-To article, it's not something I need our customers to see. 

Can anyone assist? 

Felipe Justino

I faced some challenges mainly related to permissions in Confluence. In JSM, I’ve already understood that, for the Virtual Agent to work properly, the linked knowledge base needs to have permissions set to "All logged-in users", allowing customers to view articles through the portal.

However, to ensure more secure and organized management of the content accessible to customers, I adopted the strategy of creating a dedicated Confluence space specifically for the Knowledge Base linked to the JSM project. This way, only the articles that are truly meant to be available to customers are moved or created within that space. With this approach, we are able to:

Ensure that only the articles within this space are visible to customers.

Keep internal content, such as team manuals or article creation guidelines, hidden from customers, since they remain in other spaces not linked to JSM.

Allow the support team to have editing permissions only where needed, without having to manage permissions on an article-by-article basis.

This strategy gives us better control over what is published to customers while maintaining a clean and organized internal knowledge base.