Can I lock down articles created by agents to only be viewable to other agents?

[Eleanor Hart]

We want to let our agents use the "create article" functionality, but there is some understandable nervousness about letting those articles be immediately viewable by customers on the help center. We'd like to start by allowing agents to create articles that are only viewable by other agents, while still having other, more vetted and polished, articles in the same kb viewable on the help center. 

Does anyone know if there is a way to set a default restriction on all articles created using the "Create article" link in Jira Service Desk? Right now it seems that these articles inherit the space permission and the agents will need to click a number of times to restrict access to a specific group. I just want to reverse that so the new articles inherit the restriction and we have to click a bunch to make it visible to customers. 

Thanks in advance to anyone with suggestions!

[Victor Mutambuki]

Eleanor,

Yes you can. Go to Knowledge base --> Authoring --> Add individual agents as individual users in your space. 

You can then give certain Agents permission to ADD pages and other Agent just the VIEW space permission.

Victor

[Eleanor Hart]

Hi Victor! Thanks for responding. Unfortunately, that doesn't seem to help. I'm trying to make it so that any article an agent creates is viewable only by other agents until it is "published" to be publicly viewable.

To do this I need to alter default permissions on the pages being created to no anonymous view access without locking down the whole KB, because we still want some pages to be viewable by anonymous users.

[Victor Mutambuki]

Eleanor, 

Quoting atlassian documentation "The 'unpublished changes' lozenge is only visible to people who have contributed to the draft or unpublished changes, so you don't have to worry about it distracting your viewers."

Please see more from the link below
https://confluence.atlassian.com/doc/drafts-149040.html

Victor

[Eleanor Hart]

The use case I'm describing really has more to do with Service Desk than with Confluence. Or rather how the two interact and the default permissions inherited from new pages in the KB connected to an SD project. If the agent who creates the article doesn't publish it, then other agents can't see the article in the Jira Service Desk project so that solution won't work for us.

[Victor Mutambuki]

Eleanor,

I still think the initial approach was the best since the topic of Authoring and Viewing is Specific and limited.

Victor