Solution for adding more keywords/metadata for JSD

[Kaur Joakit]

Hi!

Could You suggest what to use or how to set up more keywords or metainfo for our request forms/articles?

Currently it is a bit problematic - the search bar functionality in customer portal only reacts and shows necessary articles/request forms if You know the correct word, what to search.

For example: If customer writes "list" into the search bar - system will suggest "Create e-mail list" form, which is correct. But if user writes "lists" - system does not suggest anything. And there are many other problematic keyword situations. The same for Confluence knowledge base articles.

How could I add more flexibility into the keywords? 

[Kunal Kanojia · Accepted solution]

Hi Kaur,

Thanks so much for your question.

There are two parts to search.
1. Request type search: For request types JSD will search for request type name and description. JSD also has a search that looks at similar issues and gets request type from those issues. So ideally the search functionality should get better over time as system learns more about each request type. You can read more about this here - https://www.atlassian.com/blog/jira-service-desk/introducing-smart-graph-machine-learning-in-action
We also have similarity search that tries to match similar request types names. https://confluence.atlassian.com/servicedesk/jira-service-desk-4-3-x-release-notes-972351728.html#JiraServiceDesk4.3.xreleasenotes-smartsearch

2. Knowledge base search: KB search is backed by confluence’s lucene search. So users can use advanced search syntax to get better search results. More details on it here - https://confluence.atlassian.com/servicedeskserver/write-and-search-for-knowledge-base-articles-956713329.html#Writeandsearchforknowledgebasearticles-Howtoaccesssearchhelp

Thank you,

Kunal
Jira Service Desk

[Claire.Berry]

I have requested a similar feature and Atlassian support logged a suggestion ticket if you can please vote for it

https://jira.atlassian.com/browse/JSDSERVER-7222