Cloud - Controling Knowledge Base access for unlicensed users

[atlassianinja]

Greetings,

Currently running Jira , Jira Service Desk, Confluence and Bitbucket on-prem, and consider moving to cloud.

Regarding Confluence and Jira Service desk hosted in the Cloud, will the Knowledge Base be public and available for anyone on the internet? Do we need to buy licenses for every user to be able to manage permissions for Knowledge Base?

Or is there some feature in Jira Service Desk that we can authenticate users against service desk, without needing to have license for Jira?

[Angélica Luz]

Hello there,

Thank you for reaching out to Atlassian Community!

When we link a Confluence space to a Service Desk project, people who have access to the project will also be able to see pages in the customer portal.

There are two types of access to the knowledgebase:

You can also restrict access to some articles, but that would be directly in Confluence.

If your project is closed, only people you add to the project will be able to access the portal, create tickets and search for articles.

If the project is open for customers to create their own accounts or access the portal without logging in, then they will be able to access the knowledgebase.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[atlassianinja]

Thank you for the reply.

Summarized what I would like to know is;

If I have Jira Service Desk and Confluence in the cloud.

I have 500 users, and 10 IT employees.

The 10 IT employees has licenses for Jira SD and Confluence, no one else.

With Jira Service Desk and Confluence I create a Knowledge Base for my employees.

Is there any way I can restrict access to this for only my 500 employees, that they can e.g log in and see this, without needing to buy a license for all 500? I only want my employees to be able to see the Knowledge Base, not public for everyone on the internet.

[Angélica Luz]

Thank you for the details.

It's possible to restrict if the project is also restricted to these 500 users. If the project is public or open to anyone with an account on the site, anyone in the site will be able to see the knowledge base.

To let the project restrict to only people added by admins, you must change the Customer permissions.

If it's a classic project, go to Project settings > Customer permissions. 

If it's a next-gen project, go to Project settings > Channels > Customer permissions.

The configuration you must change is the one below and then click on "Save":

Then, you must confirm if all employees have access to the project by checking the page "Customers" in the project. If they were not added, click on "Add customers".