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DIfferent permissions knowledge base and creating tickets

How can I configure my jira service management portal so that customers do not have to log in to the portal to view articles from a linked knowledge base, but DO have to log in to create a support ticket?


In other words I would like everybody regardless of having a customer login to be able to access the knowledge base, but require customers to log in to create a support ticket

1 answer

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1 vote
Answer accepted
Sharon Helms Community Leader Feb 23, 2021

Hi @Matt Hackett , I believe access to a particular service desk provides both the ability to open a support request and the ability to browse a linked knowledge base -- if you require log in, then neither are available, if you don't require log in then both are available. 

Something we've tried is to have one service desk with limited request types and a full knowledge base open to the public. Then a second service desk with more specialized request types that requires log in. Perhaps this would work for you?

Another option might be to provide a direct link to a particular Confluence knowledge base space  (with view permissions open to anonymous viewers) if customers want to browse articles, instead of directing them to the portal. On each page (perhaps the footer) you can instruct people to log in to the portal if they want to open a support ticket.

HI @Sharon Helms , thanks for the quick response. Yes, I figured those might be my only options. I think I'll go with two service desks; one for the knowledge base and the ability to ask general questions open the everyone; and a second one allowing support ticket generation on a sign-in basis only

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