Helpcenter knowledgebase search also searches in hidden portal

[Alexander Degroote]

Hi,

I have 2 Service Management projects with there own Knowledge base and there own Portal. (and there own user rights and agents)

• INTSUP Project with KBINT Space 
• EXTSUP Project with KBEXT Space

I made a helpcenter and I did hide the EXTSUP portal.
When I go to the helpcenter I can see that the EXTSUP portal is actually hidden.

But when I use the search bar in the helpcenter I still can find Knowledge Base articles from the portal that is hidden on that helpcenter. (KB articles from hidden portal EXTSUP) are in the search results.

I would suspect that, if you hide a portal, the search results of that Knowledge base is also hidden from the search results.

[Brant Schroeder]

@Alexander Degroote welcome to the Atlassian community

What account are you using to test?  I believe your understanding is correct that if the service desk is only available to specific users than the KB should only show to those users.  Are you logged in as a user that only has access to the one service desk?  Also how are you setting up your permissions to prevent individuals from seeing the service desk?

[Alexander Degroote]

Hi @Brant Schroeder

The logged in user in the Helpcenter has access to all the articles. 
If I deny access to KBEXT the search results don't appear, so that's allright.

But my question was, even if the user has access on permission level, why do the search results of the hidden portal appear ? For me it seems logic if I hide a portal from the helpcenter that the Knowledge Base articles bound to that portal are hidden to ?

[Brant Schroeder]

@Alexander Degroote Are the articles in the same Confluence space or does each Service Desk have it's own Confluence space?

[Alexander Degroote]

@Brant Schroeder 
Each service desk project has his own Confluence Space and the articles are divided across the two Confluence Spaces.

• INTSUP Service Desk with KBINT Confluence Space 
• EXTSUP Service Desk with KBEXT Confluence Space

In the Confluence spaces for example: 
KBINT (article 1,2,3)
KBEXT (article 5,6,7)

In the helpcenter the portal EXTSUP is hidden but I still have as result the article 5,6,7

[Brant Schroeder]

@Alexander Degroote Sorry should have got that the first time I read it.  You are using this feature https://support.atlassian.com/jira-service-management-cloud/docs/hide-portals-from-your-help-center/ which keeps the portal from showing in help center but the portal is still publicly available.  This means that the articles will also still be visible.  in the help center.  

if you want to prevent the articles from being searchable you can make it so the portal is only available to specific customers.  https://confluence.atlassian.com/jirakb/how-to-restrict-customers-access-to-specific-projects-only-in-jira-service-management-917965224.html Then only those customers will see the KBs associated with that portal.  

You can submit a feature request here https://jira.atlassian.com/secure/Dashboard.jspa?selectPageId=10440 and request that KBs be hidden from the help center when a portal is hidden.