I have 2 support centers. How can I have them be completely isolated from each other?

[Otavio Cordoba]

I need to have 2 help centers. One for internal operations, and one for external clients.

The issue I am facing now is that issues/forms from the internal help center are appearing on the help center that is supposed to be client facing.

I was under the understanding that having 2 separate help centers would make them completely separate from each other, however it seems they are overlapping when it comes comes to search results using the search bar. Forms and KB articles from one help center should not be appearing under the other help center. How can I fix this?

I need the external facing help center to allow account creation by approved domains only, and for the internal center to be available to all licensed employees.

The main questions I have are:

How can I ensure both help centers are completely separate?
The knowledge bases attached to projects in each help center should not yield search results in other help centers.

What'd like to do is:

Internal Help Center
Internal ticketing system
Using the Confluence KB linked to the JSM project for internal support

External Help Center
External ticketing system
Using the Confluence KB linked to the JSM project for external support

Neither of these should any overlap. The users of one center should not see anything related to the other center.

Any help is greatly appreciated!

[Josh Costella · Accepted solution]

Hi @Otavio Cordoba 

Your site should have it by now but multiple help centers were just rolled out as a new feature. 

https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-help-centers/

Please check the documentation and see if you have the option to create an additional Help Center. 

[Otavio Cordoba]

Hey @Josh Costella 

Thanks for the quick reply.

I do have 2 Contact Centers


Apologies for the heavily edited image, gotta keep the security team happy. But I hope this showcases the issue a little better. The issue from the image below is happening to both my help centers.

One last thing I noticed.

There seems to be no way to completely remove a JSM project from a help center, only hide it. I think this is where the issue lies. If I could totally remove a JSM project from a help center rather than just hiding it, I think the issue would be resolved. However, I don't see an option for this at all.

Example:

Hope this helps.

Thanks!

[Josh Costella]

@Otavio Cordoba Okay so I believe this comes down to how you have project/customer permissions set up. Can you confirm how you have the settings configured for each project?

Also, have you been able to test with a customer account to see what they are seeing when they login/search? 

[Otavio Cordoba]

Hey @Josh Costella 

I appreciate the help.

Here is some additional info

First, the screenshot below is from the JSM linked to the company's internal support. It's a team managed project and doesn't allow us to set customer permissions. This has been working just fine for internal support.

And below, here are screenshots from the portal I am configuring for external support.

With these settings I am aiming to have both Help Centers completely separate from each other with 0 overlap.

I know for the knowledge bases the content visible on the Help Centers should use the same restriction settings from Confluence. So if I don't allow external access to the internal knowledge in Confluence it shouldn't be visible to external clients. But it doesn't seem to working that way.

____

I had a colleague with a different domain access the client facing portal yesterday, and just by altering the URLs they were able to see the request forms from the internal help center. Unsure how this is happening.

I hope the images shared above explain the issue a little better. I will be conducting more testing and will share the results.

Thanks!

[Josh Costella]

Hi @Otavio Cordoba 

I'd always recommend using company-managed projects for JSM. You're already paying for the full suite of features and team-managed will always be a lightweight version. 

You just need to utilize page restrictions to hide the right articles from customers. 

Create or utilize an existing group that has your internal employees. Add a view restriction using the group(s) so that only the members will be able to see those pages. You don't need to set any restrictions on the pages needed for customers. 

Ideally, have two different Confluence spaces. One for external and one internal. 

https://support.atlassian.com/jira-service-management-cloud/docs/restrict-access-to-articles-in-team-managed-service-projects/