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Using JSM External Users to control access to Knowledge Base pages

Stuart Buchanan
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February 28, 2024


We want to be able to restrict access to particular pages on a Help Center Knowledge Base to particular Organizations in JSM, while still allowing sign-up as external users.  The KB pages we want to restrict are very limited.  Basically we want a couple of pages providing access to software downloads, but want to restrict access so customers can only access pages for products they have purchased.

We could achieve this by setting Channel Access to "Restricted", creating those accounts as full (licensed) Atlassian accounts in particular Groups, then restricting the page access to those Groups, but this has two disadvantages:

1) We have the provisioning overhead for creating the accounts which would limit the ability of our customers to raise tickets.  (Side note - it seems odd that we cannot assign an existing customer to an Organization without JSM generating a new Invite)

2) We'll have licensing costs for all the additional users, which isn't very cost-effective for the handful of pages that might only be accessed a couple of times per year.

Have I missed some way of approaching this problem within JSM?

One approach I wondered about was if we can use the JSM as an SSO provider and then query the customer Organization from an external application that would then restrict access to an external site.  

Has anyone any experience they can share on this issue?

Thanks in advance,


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