Manage who can view and edit your knowledge base articles

Every knowledge base space has its own set of permissions which determine what people can do in that space. 

When you link knowledge base spaces from a Confluence site to your service project, you’ll will be able to manage some of these permissions directly from your knowledge base settings.

Knowledge base permissions

To manage who can view and edit articles in your linked spaces, go to the Knowledge base page under the Project settings of your service project. You’ll see a list of all the linked spaces and the corresponding permissions for each of them.

Only admins can set and manage knowledge base permissions. Advanced permissions for your linked spaces can be managed only in Confluence. To see and manage permissions for a space in Confluence, select the Settings button that appears when hovering over that respective row.

Change who can view articles

To change who can view articles in a space:

1. From your service project, select Project settings, then Channels & self service, then Knowledge base.

2. Select the Who can view dropdown next to the linked space of your choice.

3. Select one of the given options.

To make changes to multiple spaces in one action, select the relevant spaces by checking the box next to the space name, go to the Who can view button above the table and choose from the given options.

These options include:

• Anyone: Choose this option if you want to make sure that articles in this space are open to all in your help center, even those who haven’t logged in. These articles can also be found via search engines. This option will only be visible on sites that have their knowledge base powered by a paid Confluence plan (Standard or above). You may also not see this option if your admin has restricted access to your portal. Learn how to set up and manage portal access.

• All logged-in users: Choose this option if you want to make articles in this space visible only to users who are logged in to your service project or help center. Your team will be able to view these articles in your service project and in the help center. And your logged-in customers will be able to view them in the help center. These articles are also visible to all active Atlassian account users. However, they can only view these articles in Confluence.

• Only Confluence users: Choose this option if you want to restrict access to articles in this space to licensed Confluence users who have access to this space.

In some cases, you may find that a viewing permission is already set for some of your spaces and you cannot change it. This is most likely because a global permission in Confluence clashes with or overrides the knowledge base permission.

If you’re a space admin, you can resolve this conflict by going to Confluence space settings and turning the View permission under Anonymous access on or off, as needed. Learn more about how to allow anyone to view your knowledge base articles and how to restrict access to your articles.

Change who can write and edit articles

To change who can create and edit articles in a space:

1. From your service project, select Project settings, then Channels & self service, then Knowledge base..

2. Select the Who can edit dropdown next to the linked space of your choice.

3. Select one of the given options.

These options include:

• Service project users: Choose this option if you want agents and admins from your team to be able to create and edit articles in this space from Jira Service Management.

• Only Confluence users: Choose this option if you want to restrict editing access for articles in this space to licensed Confluence users on your team who have access to this space. This option is best if you want to manage more granular space permissions from Confluence. For instance, you can restrict edit permissions to specific users or user groups in space settings. Please note that advanced permissions are available only in paid Confluence plans.