Single Service Desk Customer specific knowledge base(s)?

So the use case is the following.

Use Case

A single Service Desk project. All customers use this service desk. 

Need a knowledge base. But, here is the catch. The different customers can't see KB articles for other customers.

Possible Solution

I think this is possible using groups and adding service desk customers to these groups. 

Then have a single knowledge base with page restrictions based on the groups. 

Would this work?

Possible issues with this approach...

  • This would require that the Service Desk customers take a confluence users license.  Any way around this?
  • As this is a cloud instance I don't believe that Jira can be set as Confluence user directory. So the groups and group members will need to be maintained seperately. Is this correct?
  • We would also need to align the Service Desk organizations with the groups as they are not real groups but rather a custom field.

The Big Questions

Does anyone have a better approach?

Are there any plugins that could help solve this?

1 answer

Did some testing using groups and restrictions with a single KB space a page restrictions and that seemed to work fine from portal. KB only return pages according to the restrictions. 


This was a server instance though. 


How to centrally manage groups in cloud? Can a Jira instnace be the user directory in cloud as it can on server instances?

So that answer is answered I believe. Cloud allows to manage users and groups across the applications. So that should work. 


This only leaves licenses and organization alignement.

I am guessing I am out of luck as far as these go. It will cost licenses in confluence and organization, as it is a custom field, is a manual thing unless we do some custom scripting.

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