Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
Level
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Need help restricting knowledge base articles to different types of users

Megan I'm New Here Mar 29, 2021

I am working on a Knowledge base for  a school as part of our project. I would like to somehow restrict the articles to certain groups or at least prevent the majority of users from seeing articles meant for administrators. Due to the quantity of users I am looking to add I do not want to migrate them over to Atlassian accounts. 

 

Has anyone been successful in doing this?

 

For example I will have administrators, providers, therapists, case managers, and a few other categories. I mainly want to restrict the admin articles from being searched or seen by providers and therapists. I have already categorized the articles and used labels in the confluence space.

 

1 answer

1 accepted

3 votes
Answer accepted

Hi @Megan,

It is possible nowadays to connect multiple knowledge bases to a single JSM project. In your project configuration, just add the spaces you want to use.

Restrictions to the knowledge base are impacted by the settings of your JSM project (it can be public, i.e accessible to the whole world or restricted to specific users). Based on those settings you may be able to specify access to your various KB spaces like this:

Screenshot 2021-03-29 at 16.57.03.png 

There is also an option Public, but that will only be available if your customer portal is open to anyone on the internet.

Assuming that you will have a limited number of administrators, you might want to add the knowledge base articles for that group to a separate space in Confluence and disclose it to your admins with a Confluence license. If you then link that space to your JSM project as private, those articles won't be displayed to other user categories.

The labels you applied have no impact on permissions. What they do is link KB articles to specific request types in your customer portal, but they can still be searched from the overall search box on the home page of your portal. So they are helpful to make the correct information be found in context of a specific form, but not restrictive in terms of permissions.

Hope this points you in the right direction!

Megan I'm New Here Mar 29, 2021

Very helpful! Thank you!

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

309 views 18 19
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you