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I set up a Jira Service Management project for customer tickets and an external knowledge base that customers can access with a portal login. That seems to be set up correctly.
For our internal knowledge base needs, I created a separate project inside Jira Service Management and linked it to a separate Confluence space.
How exactly do I set the permissions in this Confluence space so that anyone inside my company can search for and view knowledge base articles, even those who aren't Confluence users? Or do these permissions need to be set in the Jira Service Management project?
In other words, these are my requirements for the internal KB:
This seems basic but I can't seem to figure it out. Help! Thanks in advance.
Hi @Cindy Snow
Can I just confirm:
I assume you're restricting access to each using these instructions?
If yes, I'd assume that this will also restrict access to any linked Knowledge Base articles - i.e one set for customers, the other for employees - and it should work.
From an access perspective - JSM sees customers and "employees without a licence" as the same thing - Customers
The alternative you can explore is giving employees without a licence guest access to Confluence, which would also work beyond JSM. See this help page for how to activate this beta feature.
[Moving this post to reply instead of creating a new comment]
Ohhh... I think something just clicked for me.
Yes, your bullets are correct, I was trying to restrict access on the project level according to the instructions you linked.
I was getting confused because my options look slightly different, with this option "Anyone allowed on the customer access settings". I think now I understand what it means to default to the "customer access settings".
Is there a way to add customers by email domain to a project rather than typing in individual email addresses?
It seems like I have to choose one or the other:
Am I correct in my thinking that these are the two options?
Thank you so much for your help!
Hi @Cindy Snow
I think so! Apart from Option 3, which is have two Jira/Confluence instances completely separate, from one for internal teams, one for external!
You'll still need to test this to ensure it works, but if in Customer Access you're going to "Allow Customers to create accounts", you probably want to go with Option 2 so customers who join the site can see their help desk?
There are ways to add users in bulk to a Project - see this help page.
To clarify the Excel option, you can just copy a full column of emails straight into the "Add Customers" box and press "Ok", and they should split themselves out :)