Learn how to succeed in your role as a service desk agent.
Overview of knowledge base access
A knowledge base uses a combination of global, space, and page permissions to determine who can view and create articles. You can also change permissions if you don't want customers to find certain articles in the help center (for example, only agents need to see an article about managing access to a new company system).
To view, write, edit and restrict articles, go to your service desk project and select Project settings > Knowledge base. Permissions can be set in the Access section.
Access can be set for viewing articles in the help center and in the linked space. Options include:
Everyone with access to your service desk can view articles without a Confluence license. This option is best if you want to share knowledge base articles with your customer.
Only licensed Confluence users who have access to the space can view articles.
Write and edit articles
To write and edit articles, you must have a Confluence license and permission to author articles in the Confluence knowledge base space.
To check permissions for authoring articles, click the space permissions link in the knowledge base access section. In Confluence permissions, check that the user (or a group they are a member of) has the Add permission selected for page permissions.
To see if someone has a Confluence license, go to Confluence and select Settings () > User management, then select Show details for the required user. If the Confluence toggle in Access is selected, then the user has a Confluence license.
Restrict article access
If your knowledge base contains articles for both your team and customers, you can use Confluence page permissions to hide articles from customers. For example, you can create a Confluence group for your team, then restrict internal articles to this group. They won't appear in the help center, but your team can still read them while they work on issues. Articles that the customer can't view are marked with a red padlock.
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