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How do I alter article descriptions in Jira Service Desk Knowledge Base?

Emily Martens

I have set up Jira Service Desk to include a knowledge base of articles that I have stored in confluence, but I have noticed many of the descriptions/text previews that are automatically shown beneath the article title do not make sense as they contain HTML formatting from the article itself.

Is there a way to alter the text shown beneath the title on Jira Service Desk?

Accepted answers

Angélica Luz

Hello Emily,

Welcome to Atlassian Community!

Reading the details you provided, I believe you are talking about the text that shows under the article title in the customer portal, please correct me if I'm wrong.

Screen Shot 2020-09-10 at 13.24.38.png

If that's the case, it's not possible to add a custom description for the articles in Jira. On the customer portal, it will show the first lines of the article based on what was added in Confluence.

With that said, my suggestion would be to edit the articles and add one or two lines as a description there, so it will also show in the customer portal.

Regards,
Angélica

All comments

Fahad Siddiqui_ihrjma

@Emily Martens can you please check the below link may be this will fix your issue.

https://support.atlassian.com/jira-service-desk-cloud/docs/work-with-search-results/

Emily Martens

Hi Fahad,

I read through that twice, it doesn't seem to address this issue. Is there a specific section you are referring to?

Fahad Siddiqui_ihrjma

@Emily Martens can you please clarify more what exactly you are looking for? if possible send the screen shot to have more understanding.

Angélica Luz

Hello Emily,

Welcome to Atlassian Community!

Reading the details you provided, I believe you are talking about the text that shows under the article title in the customer portal, please correct me if I'm wrong.

Screen Shot 2020-09-10 at 13.24.38.png

If that's the case, it's not possible to add a custom description for the articles in Jira. On the customer portal, it will show the first lines of the article based on what was added in Confluence.

With that said, my suggestion would be to edit the articles and add one or two lines as a description there, so it will also show in the customer portal.

Regards,
Angélica

Thomas Gavin

Hi @Angélica Luz

On the customer portal, it will show the first lines of the article based on what was added in Confluence.

I am afraid this is no longer the case. Now some random lines are picked instead of the first ones. Is this a bug or AI by design?

Gary Clarke

I am have having the same issue. Rather than the first line[s] being the description, which is what I want, it is just randomly choosing areas of the article that do not make sense.

My guess this is a bug?

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