How to show internal-only KB articles in the in-app widget
Asked by Sascha:

Hi,

I've set up a KB for Jira Service Desk and made the articles visible to everyone (including non Confluence users). This works fine, both customers and employees can search for articles in the widget.

I've created a few KB articles that should only be available to internal users. I've changed the page permissions for these articles to confluence-users-carbonfuture and even added my user as well. From within confluence, all employees can access the articles, but they do not appear in the search results of the in-app widget.

I had assumed that being logged into Confluence on a separate tab would be enough for the widget to be able to detect that the person at the keyboard is a Confluence user, but that doesn't seem to be the case.

Within the JSD widget, how can I hide articles from customers, but make them visible to employees having a Confluence user?

**Update:** The permission setup works perfectly when accessing the Portal, I'm assuming it's because I'm clearly logged in on that page.


Answers:
author: Nadhila Savira
body: Hey Sascha,

Customers can't see Widgets unless they can send requests without logging in. So if the KB is not available to **anyone** (if it has limited visibility), then it won't be available on the Widget. Hope this helps answer your question!

comments: author: Sascha
body: Thanks Nadhila, but that doesn't answer my question.   

My KB is availble to anyone and articles can be found/read in the widget. The problem is that I'd like some of those articles to only be visible to my fellow colleagues (who have an account) and not customers (who do not have an account).

I've set the properties of the articles to editable only by confluence users hoping that it would work, but it does not and those pages do not appear in the widget (the other articles do).

Sorry for the late reply, for some reason I didn't get a notification email.


author: Nadhila Savira
body: Hi Sascha,

Then you'd want to go to your **Project Settings \> Knowledge Base** , and set "who can view" to **All logged-in users**.

This configuration can be set on the Space-level though, not for certain articles only.

![Screenshot 2024-07-15 at 09.28.44.png](https://community.atlassian.com/t5/image/serverpage/image-id/335560i91544A31E6EC72C5/image-size/large?v=v2&px=999 "Screenshot 2024-07-15 at 09.28.44.png")


author: Sascha
body: So if I change that setting, none of my customers can see KB articles but my colleagues can? I'm sorry, but that doesn't help me either.


author: Nadhila Savira
body: That's right Sascha, unfortunately, managing who can view your articles is quite limited at the moment. You would need to segregate your audience either by using different Confluence Spaces, or by using different Service projects entirely.


author: Sascha
body: Seeing as my colleagues should be allowed to see both the regular KB articles and the "internal" ones, splitting into 2 spaces wouldn't help me with the widget I believe, right?

In the case where an app is used both by internal and external users (which is fairly common), it would be nice if the widget could pick up on the fact that a user is logged into confluence and use this to adjust what that use can and cannot see in the widget. Feature request I suppose :)  

Thanks for the help Nadhila!


Tags: cloud

jira-service-management

jira-service-management-cloud