Here are some quick tips on setting up a customer friendly knowledge base that is both informative and restricted from the public.

  1. Log in to Jira and Confluence. Ensure you have the proper permissions to make changes to the Jira project and to create a space in Confluence.
  2. Go to the service desk project, click on Project Settings, and click on Knowledge Base.
    1. There is an option to create a new knowledge base or choose and existing space. I linked the service desk project to a confluence space with the suffix Knowledge base.
  3. The key permissions needed:
    1. Go to Jira, click on Project Settings, click on Customer permissions and choose “All active users and customers can access the knowledge base without a Confluence license”.
    2. Go to Confluence, click on Space Tools, click on Space permissions and choose “Any active user can view this space”.
  4. Use labels on your confluence articles to filter which article appears for which request type. Make sure to add the corresponding labels to the request type in the project settings.
  5. Note that labels do not add any type of viewing restriction. Add page restrictions to Confluence pages that should not be visible to customers but should remain in that particular Confluence space.