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Suggestion
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Resolution: Low Engagement
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
As a JIRA Service Desk agent I'd like to limit the customer's view to a specific how-to article sent and disable them from being able to browse to other knowledge base pages, unless they have logged into the customer portal.
The goal is to prevent customers from accessing other articles mentioned on the side bar that may confuse them.
Our Knowledge Base is public to allow 'anonymous users' to view without login, because customers can email service requests to us. If a customer has questions on product A, I can send them a link to a how-to article for product A, but they can also see product B how-to articles which may confuse them.
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- Gathering Interest
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[JSDSERVER-4180] As a JSD agent I'd like to restrict Public knowledge articles view
Theresa Bateman
added a comment - Another use case for this is when customers are competitors. Our product is designed to work for Customer A and has a specific steps for that product. Our product also integrates with Customer B, who is a competitor of A. I would not like Customer B to see content on Customer A. Hence, the ability to restrict customers (who have not logged in) to a specific knowledge base article is essential.
Theresa Bateman
added a comment - Another use case for this is when customers are competitors. Our product is designed to work for Customer A and has a specific steps for that product. Our product also integrates with Customer B, who is a competitor of A. I would not like Customer B to see content on Customer A. Hence, the ability to restrict customers (who have not logged in) to a specific knowledge base article is essential. Theresa Bateman
added a comment - Mauro, thanks for your follow up.
I do realize that KB are best for self-service, but since our customers vary greatly so much content it could be confusing and frustrating. I have arrange the pages in the KB to help guide customers (ranging from patients to doctors/hospitals). I don't want patients seeing the doctors/hospital workflows. Therefore, you are correct that I would like to only display the content of a specific page and nothing else - No top bar, no side bar, no search, no links.
Theresa Bateman
added a comment - Mauro, thanks for your follow up.
I do realize that KB are best for self-service, but since our customers vary greatly so much content it could be confusing and frustrating. I have arrange the pages in the KB to help guide customers (ranging from patients to doctors/hospitals). I don't want patients seeing the doctors/hospital workflows. Therefore, you are correct that I would like to only display the content of a specific page and nothing else - No top bar, no side bar, no search, no links. I just updated the suggestion adding your case scenario and would like to drop some comments on the suggestion.
The knowledge base feature for Service Desk adds the ability for customers to serve themselves. This is not only before creating issues but also to serve them as a followup to the question they originally raised. Seeing related content to what they are working on, helps them expand the knowledge and get the most out of the products or services.
I imagine that what would best serve your idea is a template or theme that would only display the content of a page and nothing else. No top bar, no side bar, no search, no links. Is that what you have envisioned ?
For that, I believe that exporting and emailing a PDF is the best alternative possible at the time.
You could also arrange the pages in the space in a way that the trees of the similar content is not next to each other. This way, when browsing a page you wouldn't see irrelevant but similar content on the side bar.
Hope that clarifies and helps 
Best regards,
Mauro
Theresa Bateman
added a comment - To provider more context on this, we have Jira Service Desk linked to a Confluence Knowledge Base. Our Knowledge Base is public to allow 'anonymous users' to view without login, because customers can email service requests to us. If a customer has questions on product A, I can send them a link to a how-to article for product A, but they can also see product B how-to articles which may confuse them.
Therefore, I'd like to limit the customer's view to a specific how-to article sent and disable them from being able to browse to other knowledge base pages, unless they have logged into the customer portal.
Can anyone else relate, or have a recommended workaround besides emailing the customer a PDF of the Knowledge Base article?
Theresa Bateman
added a comment - To provider more context on this, we have Jira Service Desk linked to a Confluence Knowledge Base. Our Knowledge Base is public to allow 'anonymous users' to view without login, because customers can email service requests to us. If a customer has questions on product A, I can send them a link to a how-to article for product A, but they can also see product B how-to articles which may confuse them.
Therefore, I'd like to limit the customer's view to a specific how-to article sent and disable them from being able to browse to other knowledge base pages, unless they have logged into the customer portal.
Can anyone else relate, or have a recommended workaround besides emailing the customer a PDF of the Knowledge Base article?
Hi,
Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.
This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).
We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.
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Jira Service Management, Server & Data Center