Question on workflow for KBAs in a Confluence Knowledge Base integrated with Jira Service Man

[Tracy Maxwell]

We have Jira Service management v8.13.5 (server) and Confluence v7.12.1 (server). I have 2 questions:

1. We use the simple approval workflow for our KBAs and we have it open so that anyone with and account and read/write access can approve a KBA. Once a KBA is approved, it can be updated as needed, moving the KBA or page status back to In Progress. Unfortunately, Our SD customer portal can see the KBA when it is "In Progress". We want to avoid this and only have "Approved" KBAs (in Approved state) accessible from our self help SD customer portal. How can we avoid this?

2. Some of our KBAs are for internal processes and information only. Is there a way to keep some KBAs from being available through the SD customer portal? Or do we need to keep internal KBAs in a completely different space?

Any help is appreciated!

[Piotr Zadrożny _Eyzee_ · Accepted solution]

Hi @Tracy Maxwell 

To distinguish KBA access between agents and clients, you must assign them different permissions. You can apply page restrictions to all KBAs in the "In progress" state, which will limit the visibility of KBA to internal users only and do not apply such restrictions to KBAs in "Approved" status (I don't know specifics of the app you use to approve KBAs, but maybe that could be accomplish in automatic way).

This also answers to your second question:

• You can use a different Confluence space for internal KBA with permissions that will only allow internal employees access,
• or you can restrict access for internal KBA with page restrictions to allow View access only by internal employees.

[Tracy Maxwell]

We are using Confluence Knowledge Base (a Confluence space and the simple approval workflow). Applying page restrictions using the locking feature at the top has not proven to be effective. Is there any documentation on the approval states (In progress vs. approved)? Are the settings for agents and clients defined in Jira Service Desk?  If yes is is the setting for clients the same as service desk customers?