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Can you have a KB article NOT publish to the service portal

Trialing Service Management and trying to figure out if there's a way to setup the Knowledge Base in confluence so that we can maintain articles that are for general staff (how tos and general info) and a private set for the IT team for installations and configs etc.

All I have worked out is that I can run 2 confluence space and it seems only the KB one linked to JSM is public.

Surely I don't need 2 space for one database?

1 answer

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Answer accepted
Dirk Ronsmans Community Leader May 18, 2021

Hi @Peter Beck ,

Well the way you have it set up and how you figured it out is indeed the most logical.

  1. One space for your public facing customers
  2. Another space for your internal documents and procedures

This is pretty much the regular way these are set up and how people use spaces. 

If you really don't want this tho, you could look in to restrictions (https://support.atlassian.com/confluence-cloud/docs/add-or-remove-page-restrictions/) these basically will define whether a person can/cannot see an item more granular. 

 

Personally I don't find it ideal because if you forget to set it, suddenly your internal document is available on the portal. 

What would be your drawback of having to maintain 2 spaces? Imho you can even have 2 pages about the same subject but one in a more non-technical manner for a customer and one with more detailed information for your internal agent.

i'm curious to hear why you feel it is a drawback.

Just having 2 places to store things. In a team that's still learning and not super dooper technical (and REALLY busy) you can get exactly the same issue .. "I forgot to put that technical network spec into a private space". 

Also I know we can search all our confluence spaces etc .. but its sort of easier to just have one space when trying to explain where stuff goes.

That said its not a show stopper. So long as we understand clearly what goes where. I can see how I would use this to actually assist with internal soft categorization as opposed to using categories.

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