Confluence KB articles not showing in Service desk tickets

[Heather Reid]

Hey all,

We just launched Jira Service desk and Confluence.  We wanted to be able to have "public" KB articles that our customers can search for in the customer portal but also have "private" KB articles for the agents to use when working on a ticket

If I set the privacy to just the service desk users, they do not appear in the ticket or if you try to search for them from a ticket

If I set the tickets to public then they do appear in the tickets but they also appear in the customer portal.

What am I doing wrong?

[Brant Schroeder]

@Heather Reid 

How is your instance setup?  Does Confluence use Jira as its user directory?

If it is setup this way then you would just add the group that manages your service desk agent access and add it to have access to confluence.  Then add it to have access to the space.  You can then use it on the page that you want to keep private by only giving that group access to the page.

[Heather Reid]

I thought it was setup that way, and I did add the group that manages the agents but it's still not appearing.

As I did not set it up, is there a way from me to check how it was configured?

[Brant Schroeder]

@Heather Reid First check the confluence cloud space permissions to ensure that the group has access to the space. https://confluence.atlassian.com/doc/space-permissions-overview-139521.html

After confirming it has access you can then check the page and make sure the group has access to it by checking the page restrictions. https://confluence.atlassian.com/doc/permissions-and-restrictions-139557.html#Permissionsandrestrictions-page

If all of that is setup correctly make sure that the group has access to Confluence by checking the global permissions.  https://confluence.atlassian.com/doc/global-permissions-overview-138709.html