JSM and Confluence

Question

Hello,

Newbie to JSM and Confluence and trying to get my head around how to properly set it up.

We have JSM and have created a service desk space. We configured this with SSO so that our internal users have access to submit tickets via the portal.

We then created a knowledge base space in Confluence. However, I cannot find a way to specify that the users synced from SSO be given access to this so they can create articles.

Also, am I correct in understanding that only the IT agents should be added here and not ALL internal users? Only the agents need to create articles in the KB and the rest should only be able to view.

Any help or pointers appreciated.

Arkadiusz Wroblewski · Accepted Answer

Hello @M Anon

yes, your understanding is correct.

Users coming in through SSO are not automatically allowed to create or edit Confluence KB articles. For that, they still need the proper Confluence access and the required space permissions in the linked knowledge base space.

So usually the better setup is:

* give create/edit rights only to the agents or KB authors who really maintain the articles
* give the other internal users only the view access they need

So no, I would not make all synced internal users article authors just because they can authenticate through SSO.

I would keep the authoring permissions limited and manage them through Confluence groups / space permissions.

Tomislav Tobijas · Accepted Answer

Hey @M Anon ,

As Arkadiusz said, this partially relies on whether those internal users have Confluence and/or JSM agent license.

Anyway, I just wanted to chime in here and share the following Atlassian Learning course, which covers this topic that you're currently exploring: Help customers self-serve with a Confluence knowledge base

Cheers,
Tobi