Limit KB Articles to Specific Customer Groups in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn how JSM project settings affect article visibility and the limitations on restricting access to specific customers.
This article offers a workaround solution using Confluence to restrict access to KB articles in JSM. It will only work seamlessly if your help center is accessed exclusively by users from specific known domains.
Solution
Before you jump in
These steps can only be followed if you have org admin privileges.
Portal-only customer accounts, also known as External accounts, don't have access to restricted articles through the portal. They should be assigned to users who require minimal access.
Ensuring customers who require access have Atlassian accounts
For existing customers who will require access to the restricted content, you may migrate your portal-only customers to an Atlassian account.
Under Products, access your site administration area (https://<sitename>.atlassian.net/admin).
On the left sidebar, click Jira Service Management or Portal customers.
Find the user and click ••• > Migrate to Atlassian account.
For new users, change access settings for your customers to ensure Atlassian Accounts are created for any users who require access to restricted content.
In Jira, go to Settings > Products > Customer access.
Enable the use of approved domains to grant customers access to the help center with Atlassian accounts (Internal).
Portal-only accounts (External) can be created for new customers who won't need access to the restricted KBs.
In the site user management area (https://<sitename>.atlassian.net/admin), go to Products > Site access settings.
Add your domains and assign product access accordingly. For domains that users will require access to restricted KB content, ensure they are added to the list granting Customer Access in JSM.
"Any domains" is a catch-all rule that will apply to any non-listed domain. If JSM Customer Access is granted to it, then all users will be considered eligible for Atlassian Accounts, according to step 2b. Users from a managed domain in Atlassian may sign up if granted customer access.
You may want to create a group (or more) to nest customers to facilitate restricting access in Confluence.
Restricting spaces/article access in Confluence
Access the article through Confluence.
Click the lock icon (or ellipses button > restriction).
Set: Only specific people can view or edit.
Add specific users or groups, granting view permission.
Apply.
We have feature requests to improve access management into KB articles in JSM:
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