KB articles not showing in service project issues when the summary does not match the article

Question

I have a Jira service project in PROD (v8.20.10), where Confluence (v8.5.4) is linked to the project to suggest articles.

When the keywords 'PIPS', 'Program', and 'Code' from the issue summary match with the Confluence article title (or the content), the related articles are suggested in the issue.

I have the same service project in UAT (v9.12.1) which is configured the exact same way, but the related KB articles do not get suggested.

If I remove 'PN 044438' from the issue summary, the articles are suggested.

Now, I have to upgrade Jira to v9.12.1 soon and this will be a problem as most of the issues will not show any related KB articles.

Is this a version problem? and is there another way to show the related KB articles without changing the issue summary?

Carla Ann Rowland · Answer

If that doesn't work open a bug report; I am running into similar issues.

Carla Ann Rowland · Answer

understood. Do you have the labels entered on the auto-search screen?  Go to your project cog, open and find the Knowledge base then there are search KB and then next field is restrict articles with labels. E.G.

Anand Kujur · Answer

So, all the keywords in the issue summary needs to be there somewhere in the title or content of the confluence article.

And, when I add the UID 'PN 044438' in the confluence article, the related KB articles are suggested in the issue as shown below.

But this is not ideal as there are a lot of issues with UID's.

This wasn't the case in v8.20.10. As, it was only matching some of the keywords, like 'PIPS', 'Program' and 'Code' and wasn't bothered by 'PN 044438'.