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Set up your knowledge base

Admins can set up a knowledge base in Jira Service Management to make it easier for their team to create and manage articles that can be shared with customers. Confluence powers the knowledge base in Jira Service Management and allows users to access core knowledge base capabilities at no extra cost.

When you set up the knowledge base from the sidebar navigation of your service project and don't already have Confluence on your site, the knowledge base is enabled with default settings. All the features your team needs for knowledge management will be available directly in your project, and your team can start creating articles immediately.

The instructions in this article apply only if you don't have Confluence on your site. If you have any Confluence plan on your site, find out how to set up knowledge base with an existing Confluence plan.

Key features of the knowledge base in your service project

Some of the key features of your knowledge base that you can access at no extra cost include:

  • Create new space

  • Create, edit, and delete knowledge base articles

  • Manage space permissions

  • Manage knowledge base permissions for your site

  • Manage anonymous access

If you make annual payments and want to access the core knowledge base capabilities powered by Confluence, please contact your Billing admins to get Free product access to Confluence for up to 1 user on your site. Read more about users and user tiers.

Set up your knowledge base

To get your knowledge base up and running:

  1. From your service project, go to Knowledge Base and follow the instructions to finish the setup. After you complete the setup, a space with the same name as your project is automatically created.

  2. (Optional) You can also create a new space for your knowledge base. To do so, go to Project settings, and select Knowledge base. Then, select Create space and enter the required details.

  3. To view or manage permissions for a space, go to Project settings, and select Knowledge base. Find out how to manage permissions for your knowledge base space.

  4. Create articles in your knowledge base.

  5. Share articles with your customers.

Manage users who get free product access to Confluence

To continue using the knowledge base in Jira Service Management at no extra cost, ensure that the total number of users getting product access to Confluence is always zero. If you add more users, you will be required to pay for product access to Confluence after the trial period is over.

Learn more about Confluence Cloud plans.

To remove user groups in Confluence:

  1. Go to admin.atlassian.com.
    If you're an admin for multiple sites or an organization admin, select the site's name to open the Atlassian administration for that site.

  2. Select Products from your top navigation menu.

  3. Find Confluence and select the More menu (⋯).

  4. Select Manage product access.

  5. Under Group, select the groups that you want to remove. For example, you can remove site-admins groups to ensure that new users won’t automatically get product access to Confluence.

  6. Select the More menu (⋯), and then select Remove group from product.

Refresh the page to confirm that your site does not have any billable Confluence users.

If the group you want to remove is a default group, you’ll find that the Remove group from product option is disabled. In this case, you’ll need to select the group, and then select View group’s details. It will take you to the Groups page where you can view and remove individual users from that group.

Read more on how to remove Confluence product access for users in your site.

Switch to a different Confluence plan

You can always assess your team’s requirements, check how many of your users need product access to Confluence, and adjust your plan accordingly.

Read more about Confluence Cloud plans

Still need help?

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