How do we limit the Knowledge Base articles that customers can see?

Louise Henderson

We have a knowledge base that contains our service desk internal documents as well as those for customers who access/raise tickets via the portal.  How do we restrict visibility to customers to see only those articles that are suitable for external viewing?  ie customers don't need to see all of our instructions for handling internal maintenance work

We've tried using labels - this stops articles from appearing when a customer is creating a ticket but they can still see them all when searching from the global portal.

We've tried using groups - no luck.

We'd like a single knowledge base rather than having to go down the path of having two.  If we have a customer specific KB our service desk team lose access to all of our internal articles and the related knowledge base articles that connect to the service desk tickets.

Manon Soubies-Camy

Hello @Louise Henderson,

There are two solutions:

1. Split your current space in two: create one for internal documents only and another one for customers documents only - link the customers documents space to the JSD project.
2. Group all internal documents under a parent page (e.g., "Internal documents") and restrict this page to jira-servicedesk-users group. Viewing restriction are inherited, which means a restriction applied to one page will cascade down to any child pages. This way, customers won't see internal documents on the customer portal.

If you've already tried solution #2 and it didn't work, you may have run into this bug that has just been resolved.

Hope this helps!

- Manon