Knowledge base articles not shown after searching

Denis

Hi everybody,

I created a service desk and linked a knowledge base from a confluence cloud instance. For testing I created some random pages to have a look, if the articles will be suggested. All of these pages are labeled. I accigned the pages with specific labels to different request forms. But none of the arcticles will be suggested through the search in the top right corner. Does anyone have/hab the same problem?

Furthermore I saw that it is possible to search as a customer for articles directly in the request form, when tiping in the summary, how is this possible? Do I have to change the settings of the request type?

Thanks for your help.

Cheers, Denis

Angélica Luz

Hello @Denis,

Thank you for reaching out to Atlassian Community!

When linking one or more Confluence spaces to a Service Management project, customers will be able to search for articles in the portal using the search box and also, see recommended articles while adding a summary to the request.

But none of the articles will be suggested through the search in the top right corner.

Just to make sure that we are on the same page, are you searching for articles in Jira or the Customer portal? I’m asking because with these details it seems that you are searching using this search box:

If that’s the case, this is related to integration between Confluence and Jira in general, it’s not specific for the knowledge base or Service Management projects. If you have permissions in Confluence, you can search for articles for all spaces you have access to. 

For more information about Knowledgebase and Service Management, please, check the documentation below:

• Set up a knowledge base so customers can serve themselves

Also, check the guide below. In step 6, you can see more details of how the articles are visible for customers:

•  Jira Service Management Cloud - The complete guide for Customers

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica