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Manage knowledge base permissions from your service project

Every Confluence space has its own set of permissions which determine what people can do in that space. These space permissions are set up by space administrators in Confluence.

When you link Confluence spaces to your knowledge base, you will be able to manage some of these permissions directly from your service project. For example, you may not want your customers to find certain articles, such as those containing internal know-how for agents or that just aren’t relevant to them. Or you may want to restrict access to confidential articles to a particular group of agents.

Knowledge base permissions

To view and manage permissions for your linked spaces, go to your service project and select Project settings > Knowledge base. Here you’ll see a list of all your linked spaces and the corresponding viewing permissions set for them. Only admins can manage knowledge base permissions.

All other permissions for your linked spaces (like editing, deleting etc.) can be managed only in Confluence. To see and manage Confluence permissions for a space, select the Settings button that appears when hovering over that respective row.

Change who can view articles

To change viewing permissions for a space, select the Viewing permissions dropdown and choose from the given options. Based on existing global and space permissions set in Confluence and Jira Service Management, you may see different options for each of your linked spaces.

These options include:

  • Public: Anyone on the web can find and view this space, without a Confluence license.

  • Private: All users with a Confluence license and access to this space can view it.

  • Restricted: All logged-in users of your service project can view the articles in this space, without a Confluence license.

In some cases, you may find that a viewing permission is already set for your space 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

Only users with a Confluence license and the permission to author in that space can write and edit articles.

To check if a user has authoring permission:

  1. Select the Settings button that appears when hovering over that respective row to go to Confluence permissions.

  2. Check that the user (or a group they are a member of) has the Add permission selected under Page permissions.

To check if someone has a Confluence license:

  1. Go to Confluence and select Settings () > User management.

  2. Select Show details for the required user.

  3. If the Confluence toggle in Access is selected, then the user has a Confluence license.

Last modified on Nov 24, 2020
Cached at 10:50 PM on Nov 25, 2020 |

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