Get the high-level details you need to set up your Confluence Cloud site in order to meet your team's needs.
If you're using Confluence to power your knowledge base, you can choose to allow all active users and customers (that is, logged-in users who do not have product access to Confluence) to view specific spaces.
This lets agents and customers access articles from the help center and from the .
To ensure agents have access to view and edit articles in the knowledge base, a Confluence admin should:
Go to Confluence Settings
Select Global Permissions
Select JSM Access tab
Check “Use Confluence”
Now in your project:
Navigate to the Project Settings
Select Knowledge base
Select All logged-in users under “Who can view” for your linked spaces
If desired, select Service project users under “Who can edit” for your linked spaces
This global Confluence permission will be enabled by default if your Confluence instance was initially created to serve as a knowledge base for Jira Service Management. It will also override all existing space permissions. This means that any logged-in Confluence user will also be able to see the space regardless of their group membership.
Active users who don't have product access to Confluence have very limited access to Confluence. They can view pages, but can't like, comment, edit, view the dashboard, use the space directory, see user profiles, or search your full site.
You can edit this permission at any time to revoke access to a space, but access for JSM agents and customers can only be fully re-enabled from project settings.
You can also change permissions in the JSM Access tab of global permissions.