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Is it possible to have private knowledge base (KB) articles for Service Desk Agents?

Nicholas Muldoon
Nicholas Muldoon
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July 17, 2015

Hello,

Is it possible to have private KB articles that service desk agents can use to answer customer questions? Some integration between Confluence pages and the JIRA Service Desk agent portal that finds similar content that isn't available to the customer via the JSD portal?

Thanks,
Nicholas Muldoon 

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Jason Caragan
Jason Caragan
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July 17, 2015

Hey Mate, 

I think what you're asking is, can agents search for and view articles via the agent view (JIRA view) while answering a ticket? Not quite yet, but here's the JAC suggestion if you'd like to keep a watch: https://jira.atlassian.com/browse/JSD-1788. 

As you mentioned, via the customer portal, JSD will respect Confluence page/space permissions and only reveal articles the customer has access to via the Confluence site those KB's belong to. 

Cheers,
Jason 

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