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

[Joseph Dennis]

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

[Andy Heinzer · Accepted solution]

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 admin.atlassian.com 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.

Cheers,

Andy

[Joseph Dennis]

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]

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 https://support.atlassian.com/confluence-cloud/docs/manage-permissions-in-the-free-edition-of-confluence-cloud/

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

Andy

[Adam Gołaszewski]

@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? 

Thanks

[Andy Heinzer]

@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.