Knowledge base for agents vs users

[Deleted user]

We are currently using Confluence for IT related articles and se are looking into starting using Jira Service Desk also. 

- Our users should be able to access the service portal and browse through articles as a self-service. 
- At the same time I want the Agents using the backend to be able to browse articles from tickets for faster resolution on issues and requests. 

It looks like I can only connect Jira to one Confluence space. 

My question is:

How can I make some articles public for both users and agents, and some articles only visible for Agents. 

[Florian · Accepted solution]

By default (and I dont know how to change this) you can write two different kind of articles (Troubleshooting and HowTo). Jira automatically creates a parent page for each type and a sub page for each article.

You can define HowTo to be public and Troubleshooting to be private with "Page Restrictions" on the parent page. That's the easy way.

The hard way is to manually set restrictions for internal pages. But sooner or later someone will forget to set the restrictions and passwords or other sensitive information become available for everyone.

We use the first approach and it works quiet well. [We use both Jira and Confluence on premise, maybe the cloud edition works differently]

[Debra Graham]

@Florian - you might want to edit your reply.  You have an embarassing typo in the second paragraph.  

[Florian]

Typo is my second name :). Thanks for the hint.