How to allow access to the JSM knowledge base without prompting a request

[gregelofson]

We're implementing Cloud JSM/Confluence KB. We want to use the customer portal to provide documentation/guidance for our new app users. But, we have little bandwidth to process actual "requests" as Agents. But, we want to make the Confluence KB to facilitate the search for answers. Again, we don't have the bandwidth to handle lots of requests. Thus, we want self-serve but *without* a request being prompted or made. Just KB access.

Of course, if we can have the JSM autogenerated request type in the customer portal interface, that's great.

Ultimately, we're looking for a way--you might say--to prevent the creation of a customer request while keeping all the other functionality of the customer portal (search bar, etc) intact.

Thanks in advance for your thoughts and suggestions.

[Trudy Claspill]

Hello @gregelofson 

Have you considered simply making the Confluence KB space anonymously accessible? Have the customers access Confluence directly rather than through JSM?

https://support.atlassian.com/confluence-cloud/docs/set-up-public-access/

https://confluence.atlassian.com/confkb/how-to-give-non-confluence-users-access-to-a-space-779166002.html

[gregelofson]

I have thought of it, as a last resort. The nice feature of the JSM customer portal is that the search bar will speed up customers' access to content. And, it makes a relatively nice user interface. Thus, my hope is to serve customer support as quickly as possible, without having the experience of a DB search.

[Alex Koxaras _Relational_]

Hi @gregelofson 

Anonymous access would be the way to go, if you don't want to have customers created. However as a workaround you can do the following which I suggest to another user https://community.atlassian.com/t5/Jira-Service-Management/Can-you-restrict-Customers-to-only-be-able-to-view-knowledge/qaq-p/2238054

It's not the best approach, but it can possibly be the best option (besides anonymous access) you have.

Let me know.

[Greg Elofson]

Thanks Alex,

I created a temporary workaround since posting the original question. However, when the dust settles, I will look into your approach. Overall, I was looking to allow users access to the desirable JSM feature of adding content-based suggestions, but without having to deal with any volume of requests (too much overhead).

[Alex Koxaras _Relational_]

So If I may ask, what is the workaround?

[Greg Elofson]

It's basically a standard portal that uses multiple projects to guide KB access... https://presafe.atlassian.net/servicedesk/customer/portals

when there's more time I will dive back in

[Alex Koxaras _Relational_]

I saw! This is a nice workaround! Way to go!!

[Greg Elofson]

:) thank you