Knowledge Base Suggested Articles Only Use Summary?

Question

With the "Summary" being the Title of the ticket, many times we ask for specific information, for example, for a Leave of Absence Request, we ask for the employee's name to be entered.  If there is a hardware issue, we ask the Computer ID.

This doesn't work well for Jira Knowledge Base Suggested Articles.

Does Jira only use the Summary field to search for Knowledge Base Suggested Articles?

Jessica Malenfant_q4wh6e · Answer

I have the same question, is there a way to have other fields in the Request Form trigger Knowledge Base articles in addition to the Summary field?

If we ask the customer to enter details about their system or program, we would want to present them with the articles related to 'how to document your program' when they start to enter information into that form field to try to get them to provide us the details we need to address their request.

Guy Renko · Answer

I have the opposite problem. I understand that the Request Summary will search all of the KB article

I was hoping that other fields in the Request Form would trigger KB articles like description and even multiple choices field.

Bailey Hecksel · Answer

The search view only shows the summary/title of the article, but it does search for words in the body of the article.

If you want to test it, you can add a specific phrase to any of your current articles, then search that phrase and you'll see the article pop up.

Hope that makes sense!