Is there a limit on the number of related articles presented in the issue knowledge base section?

Question

Dear Atlassian Community,

We have noticed that for some issues, up to 15 KB related articles are presented for an issue. For others, between 1 and 3. Is there a setting that can be used to limit the number of results?

Also, can we control the similarity threshold? We are just building out our KB at present and it would be useful to know if we can filter out related articles that do not pass a certain threshold.

Finally, any tips on algorithm optimization would be useful.

Thanks

Jonathan Garvey_ioe08r · Answer

Thanks @Dan Breyen

I'll do the course, and thanks for the links. Will share any findings here.

Best,

Jonathan

Dan Breyen · Answer

Hi @Jonathan Garvey welcome to the community.  I would recommend going to university.atlassian.com and take the free training courses on Knowledge Bases, in particular the 'Knowledge Bases in Jira Service Management'.  One thing I picked up in there is that labels are your friend.  It gets a bit into how to maximize your searching and some optimizing of the KB.

Here is another useful article: Setup a KB

I haven't found specific information on the algorithm for finding articles yet.

I did see a few Suggestions on Atlassian's Jira site (jira.atlassian.com) that pertain to this.  Feel free to vote for and watch them for updates. JSDCLOUD-2267 JSDCLOUD-8925

Hope that helps