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Control access for service desk customers to parts of confluence



We are using service desk for customer support and interaction. We also have a linked confluence knowledge base for the service desk project. All our customers are "portal only restricted" users. Here is what I want to do:

  • I want to create pages where customer specific information is stored, i.e. related to a specific customers installation
  • These pages should only be visible for a specific set of customers, not for all portal users (as is the knowledge base)
  • I don't want to purchase a confluence license for each customer that should have read only access to their specific pages

What I have tried so far (with various serious limitations):

  • Create separate portals per customer group and then create a knowledge base for that customer group with their specific information. This is however not really working, since each portal at least needs to have one issue type etc. And I don't want anything except a few confluence pages per customer. All the rest (faults, support requests, general knowledge base regarding our products etc) should be handled in one common portal for all customers. I don't want any other irrelevant issue flows etc per customer group.
  • Create real confluence users per customer, and give them access to dedicated confluence spaces, not linked to service desk knowledge base. This of course has the obvious limitation that I have to purchase one confluence cloud license per customer, which will be too expensive for us. I think it should be possible to solve read only access to limited parts of our confluence spaces (such as the knowledge base or other spaces) keeping in mind the high license fee for service desk, without having to purchase additional confluence license per customer.


Any suggestions on how this can be solved? Any creative ideas?

1 answer

0 votes

Do you have AD integration setup for JIRA and Confluence?

No. We are using Office 365 for user accounts, e-mail etc. We don't have any real domain but are using a "full cloud" approach only using office 365. 

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