Configuring Permissions for Internal and Public Confluence Spaces with Limited Licenses

Question

Hi, I am integrating Jira Service Management with Confluence. I have created two Confluence spaces. One space is for public use, accessible by both our customers and internal team. The other space is for internal use only, as it contains sensitive data that customers shouldn't access. Since we are limiting Confluence licenses to our agents, we want our agents to still be able to view all the knowledge base articles in the internal space. How do I configure these permissions? Please see the attached screenshot

Thank you in advance.

Tessa Tuteleers · Answer

Hi @Kamilia Binti Julaihi ,

Oh, no you are correct, if your internal space has the "Confluence licensed users only", and your Jira service management agents do not have a Confluence license, they won't be able to see the articles either.

Your agents still need a license for Confluence as well to be able to see and work in restricted spaces (not open in your portal).

It is possible to fix this however, you can open up your space to "All logged in users", this way, it is open to the portal and your agents (and customers) can see it in Jira (front and backend). 
You could then add a page permission restriction on the top page of your space, for your group of Jira agents. 
This way, the space is technically open, but you restrict all the pages to the group of licensed agents. 
The agents will be able to see the restricted pages in Jira, but will not be able to share them to customers (they would land on a "page restricted" error)

Hope this helps!

Tessa

Kamilia Binti Julaihi · Answer

Hi @Piet Pieters

Thank you for your reply.

I’m a bit unclear about this part: "as an agent either, but will be able to see them in the Jira backend as help for your agents." Does this mean that Jira Service Agents can view the knowledge base articles in the Jira backend but cannot view them in the Confluence space because they don't have a Confluence license?

Or, do unlicensed service agents still need a Confluence license to access the knowledge base articles in the Jira Service Management project?

Our goal is for the Jira Service Agents to be able to view knowledge base articles without requiring a Confluence license.

Thank you.

Tessa Tuteleers · Answer

Hi @Kamilia Binti Julaihi ,

Your setting look good for your requirements:

* For internal usage only* Only licensed confluence users will be able to see the space, you will not be able to share the pages with customers (that don't have a conlfuence license) as an agent either, but will be able to see them in the jira backend as help for your agents

* Public usage* Your agents will be able to see and share these articles in backend
* Your customers without a confluence license will be able to see these articles in the portal

Could you explain what is not working as expected so we can further help you?

Cheers,

Tessa