Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

How to create knowledge base but not to be linked to the portal.

How to create knowledge base but not to be linked to the portal.

I have setup knowledge base but is getting visible to customer in the ticket creation page.

I want to create knowledge base only for internal users in the company and administrators.

Please provide suggestions and assist

1 answer

1 accepted

1 vote
Answer accepted
Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 16, 2022

Hi Joseph,

I understand you want to be able to create other knowledge base articles, but not link these inside a Jira Service Management (JSM) customer portal.   For that level of function, you will need to add the Confluence application to your site.

You can do this within the site > select this site or organization > Products > Add product.  This wizard will allow you to add other products to your cloud site, in this case Confluence.

Once you have Confluence in your site, you can simply create a new space apart from the Knowledge base space being used by JSM.  It might also help to take a look through Restrict access to knowledge base articles.



Hi Andy,


I followed the instructions in the article, but still whenever I get an article or category added it gets displayed in the portal.


Can you advise if there are any other options.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 18, 2022

Hi Joseph,

I can see your a site-admin of two different sites, but advising you here might produce a different answer depending on the service level of the product.

In general, my suggestion is instead of using Jira Service Management (JSM) to create articles, use Confluence to create these kinds of documents. To make sure this works in the way you want, I would recommend that you Create a blank space first in Confluence.  This way, that space is not linked to JSM, and the content created in a new space then won't appear in the customer portal.  JSM only has the ability to view Confluence content within a linked space. Otherwise, just using Confluence to create new content won't necessarily restrict who can view it.

In sites using Free plan products: Confluence won't permit you to manage permissions, but only users that are logged into Confluence can see the content in spaces outside of JSM linked spaces.  More details in

For sites using a paid subscription: It might be better to log a support request with our Cloud support team over in Just so that we can advise you on what is best for your environment.


Like Joseph Dennis likes this

@Andy Heinzer does this mean that i will need to assign a license to each agent so they can view articles in that separate space? I have a similar use case but i want my agent to view the articles provided to them only from the issue view. Is this even possible? 


Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jun 16, 2023

@Adam Gołaszewski I'm afraid my previous answer is a bit dated now.  Since that time, the knowledge base integration in JSM Cloud has changed and added some new features.  At the time, there was only a single space allowed to be integrated on a per project basis.  However in JSM Cloud today, it's possible to link multiple spaces within a single JSM project.

The agent's issue view isn't where these articles will be seen. Instead the customer portal is the main focus of how customers see those articles.  Agents can still view the articles from within Jira, but it's not in the issue view per se.  Instead it is from within the project view, say when viewing the Queue, there is a Knowledgebase link on the left side navigation that can take them to the content linked to that project.

If you wanted to allow an agent to see content not linked to this project, then they would either need agent level access to another JSM project where that content is linked, OR perhaps they might require a Confluence license to view/edit that data directly in Confluence.

Suggest an answer

Log in or Sign up to answer
Site Admin
AUG Leaders

Atlassian Community Events