Setting up Internal and External KB?

[Jess Asti]

Hi everyone. I'm just getting started with setting up our Service Desk and I've got a couple of use-case questions I'm hoping to get some advice on.

We plan to have an internal portal where our employees can submit requests and view more internally-focused KB articles, but we're also thinking about having an external-facing portal with a KB full of customer-appropriate articles.

My question is this: How should we structure this to keep the external users out of the internal KB? Is there a way to have one project or one big queue for all requests but to somehow restrict access to certain KB articles? Or would we have to make two different projects, portals, queues, and knowledge bases to achieve this separation?

Thanks in advance!

[Jack Brickey]

Hi Jess, welcome to the Community. You will want to set up separate projects. One for internal and one for external. This will allow you to have separate KBs as well as keep internal things internal. For example, I have several internal projects, e.g. IT, Facilities, Staffing and the several external projects for Customer Support, CTAC, etc.

[Jess Asti]

Thanks Jack! Do you have techs who work out of more than one project? We have folks who will be working on both internal and external tickets - wondering how we can make that easier for them to navigate; or will they just have to keep two windows open to keep an eye on their requests? I just wish we could have them all in one queue.

[Jack Brickey]

Yes I do and for sure a single project works best where queues are concerned. However, I think this can be overcome by one of two ways (likely others too)...

• Create a dashboard for these combined agent projects. This gives them one web page to find what they are looking for. You can make use of "currentuser()" to remove the noise. For example, I use "unassigned" (assignee is empty) to be a Triage queue for my projects. All agents are responsible for making sure that queue stays at zero. So in that way you could have a dashboard gadget called All Triage that is defined by a filter like --> project in (1, 2, 3) and assignee is empty. Then you could have other gadgets to show maybe: Breached, About to Breach, My Queue, etc.
• You can look at an addon like smart-queues-for-jira-service-desk or smart-queues-for-jira-service-desk to present combined queues. there may be others as well.

[Sachin]

Hello Jess,

You can certainly set "page restrictions" to pages you like, but it would be hard to maintain when your space gets bigger. JSDCLOUD-170 as there is no way to link more than one Confluence space to a single JSD project I would suggest you to make two different projects, portals and KB's to achieve this.

You can also provide your feedback or concerns here with atlassian team "How has Jira Service Desk increased productivity in your org?"

Best,
Sachin.