Extending the knowledge base search query

Question

Hi there,

i got the request of extending the query for a knowledge base search.

We'd like to include a tag, e.g. user language form session, to the query on the search.

That the result from Confluence can be narrowed down further more.

Sadly my research lead me nowhere.

If this is possible i'm, open for suggestions :)

thanks in advance

Philipp Kriegel · Answer

Hi Earl,

thanks for the Answer.

I hope the multi lingual changes for the Service desk are coming soon too to the Server version.

OK, with the given tools my request is hardly to realize.

My first idea, i should have mentioned above, was to extend / override / hijack one of the JIRA Java classes to extend the Rest call of Confluence with e.g. "AND labels in (de)".
But as far my test brought me, this isn't possible.

Regards,
Philipp

Earl McCutcheon · Answer

Hi Phillip,

The reason you're having trouble tracking down an answer is because Multilingual Service desk functionality is not quit there yet, we have a feature request tracking the status at the following link, noting that we have some features available for Cloud at this time but on the Jira Service Desk Server side its still a bit out in development as discussed in the most recent update:

* https://jira.atlassian.com/browse/JSDSERVER-819

Some workarounds for a multi lingual Confluence KB that could be used to work off the portal settings are that you could either use translations to translate the articles for different languages or create a separate space and portal for each language and/or use other tools to show/hide information based on language.  Then Connect the language specific portal the language speciffic space, and then add additional filtering by adding the "restrict to articles with labels" option to each portal so searches will be directed to the desired language first.  Noting the option will not remove the ability for other KB spaces to be searched but will prioritize the labeled items first.

Some details on how to set this up using multiple languages in Confluence can be seen here:

* Managing content in multiple language translations

If you wanted to lock the KB to specific portals access levels I would recommend checking out the add-on app Extension for Jira Service Desk. This app has a feature named Visibility which contains tab "Customer Portal". You can limit the visibility of Customer Portal to specific Jira groups, this would require managing the customers groups by the selected language setting..

Regards,
Earl