Jira service management knowledge base access and comment permissions

[Fatima AALLA]

Hello,

I am reaching out to seek assistance with configuring knowledge base permissions in Jira Service Management (JSM). We are currently facing challenges in managing and aligning the permissions between JSM and our Confluence knowledge base.

Details of the Issue:
1. Configuration Issue:
I am unable to locate the options in JSM to:
o Restrict access only to agents for internal articles
o Set permissions such as "show Only to customers " or "Specific agent groups.", actual setup we have: Who can view: "all logged in users"
o All article categories are shown in the portal, even categories that should be only internal,

Unable to comment articles directly from JSM even if I'm licensed confluence user

2. Current Setup:
o We have a linked Confluence spaces serving as the knowledge base.
o we are using knowledge base for free ,Only one Confluence user is licensed (the admin for confluence solely for knowledge base)
3. Desired Outcome:
o have the ability to have internal articles and customer ones and Restrict access to articles in the knowledge base based groups.
o Hide categories or articles that should not be displayed in the portal.
I would greatly appreciate your guidance on how to achieve the desired setup or whether additional configurations necessary. 

[Gosia Adamska]

Hi Fatima,

Hope you're doing fine. Please verify these articles tocheck if you find the answers.

Manage who can view and edit your knowledge base articles | Jira Service Management Cloud | Atlassian Support and 

Set up a knowledge base so customers can serve themselves | Jira Service Management Cloud | Atlassian Support

Best regards,

Gosia