Is it possible to make restricted knowledge base articles available to agents in Jira Service Desk

[Jamie]

All documents with a restriction from our knowledge base are hidden from the agent ticket view screen - is there anyway to change this ? 

[Tessa Tuteleers]

Hi @Jamie , 

You can add pages to your "open" KB, and then restrict view for the pages to your agent group. 

Normally, they should not show up for customers, but should still show up in the agent view. They will be marked with a red lock, and the agent won't be able to share them in a comment, indicating the reporter of the ticket has no rights to see the page. 

Jira however shows the most relevant articles for a ticket first, by identifying a match on the content AND by showing results that are looked at often (thus more relevant / 'better' according to the system).
Of course, if you have an active customer base, and a lot of articles, this means that locked articles will not show up first anymore, as they have les traffic and will go down in the algorithm. 

You can check this by actually searching for the page name in the agent view, and see if it shows up. 

Hope this helps, let me know if the page doesn't show, there might be something wrong then.. 

Cheers, 

- Tessa

[Jamie]

Hi Tessa, 

I am afraid that did not work! The knowledge base still only shows documents that have no restrictions on them: 

I created a test document - i am in all user groups and i have applied the restriction to my person profile and it still wont appear ? 

In the space permissions the system admin group has all permissions assigned: 

Any other ideas as to why these documents are not showing ?