How to Restrict certain KBAs from JSM Portal Issue Entry

[Chris Tetzlaff]

Setting: When a internal IT Customer accesses the JSM Portal to get help / enter a service request.

Desired Functionality: To support Self-Service, we need to expose topic-related KBAs,  but need to restrict JSM Agent / IT  related KBAs' (Playbooks, SOPs) visibility. Our KBAs live in Confluence.

Question: Has anyone solved how to implement the desired functionality restrictions? If so, how were you able to accomplish this?  We have tried to research this but have not found a solution yet. 

Thank you, in advance, for reading and for responses given. 

[Sayed Bares [ServiceRocket]]

@Chris Tetzlaff if you want to restrict only certain KBAs then you may want to use page restrictions. I believe the following article explain it really well:

• https://support.atlassian.com/jira-service-management-cloud/docs/restrict-access-to-knowledge-base-articles/

[Chris Tetzlaff]

@sayed bares  Thank you for the suggestion,  this could work. We'd like to control at a higher level than pages. We're looking at creating groups, i.e. End User group, and Technical / Agent group with the documents underneath. The thought / goal is less page maintenance if it's possible. 

[Sayed Bares [ServiceRocket]]

@Chris Tetzlaff There are 3 levels of control you can have:

1. Application level (who can have access to Confluence)
2. Space level (who can have access to the Spaces)
3. Page level (who is able to view/edit pages)

Usually the best practices for these kind of situation is Space level, so you can grant access to End User group, and Technical / Agent group.

However, if you have pages in a single space with different level of access then option 3 is your only option but that can also be setup in less maintainable state by having two parent pages.

• The first parent page is internal and only a couple of people have access to it and you can configure it with  page restrictions.
• The second parent page can contain all of your pages which you want to share with other groups. This require less maintenance because you don't need to update each child page since they adhere parent page's permission.