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Can you restrict Customers to only be able to view knowledge base articles and cannot submit request

Eva Chan I'm New Here Jan 12, 2023

We would like to limit individuals who can submit change request or bugs to our Support team, but would still give end users the ability to search through our knowledge base and help files to try to troubleshoot their issue. 

Is there any permissions settings on the project level that allows us to segragates who can submit requests and who can only view knowledge base articles? We cannot make the knowledge base public due to proprietary reasons. 

Thank you,



1 answer

0 votes

Hi @Eva Chan 

I don't think this is possible per se. I mean for sure there isn't any functionality out of the box to do exactly what you ask with the push of a button. However what I'm thinking that you could do is to create a separate JSM project for these customers ("KB only access" lets name them) and add them there as customers. Keep only one request type with minimum fields (summary) and place a validator on the create transition which will always fail, thus creating an error (the ticket will not be able to be created). However since you will have connected this new JSM project to a KB space, they will be able to search for KB articles.

 I hope that someone else from the community will have a better answer for you, but if not, let me know if that will work for you.

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