Jira confluence

Question

Hi,

I have noticed that in every ticket, the Knowledge Base (KB) suggestions are limited to 15 articles in agent view of the ticket. Is there a specific limit on the number of articles it can suggest?

Additionally, could you provide more details on how the KB suggestion algorithm works? Is there a way to make it more intelligent, so it avoids prioritizing generic words like "when" and instead focuses on more contextually relevant terms?

Thank you for your assistance.

Thanks,

Rajan

Bruna Silva · Answer

Hello @Rajan Dangol,

The Related articles show articles based on the summary of the ticket and from the spaces that are linked to the project. Currently, it's not possible to configure the number of results or improve how it works. However, we have some feature requests asking for these abilities:

* Ability to configure the number of results for Related articles
* Improve how the "Related Knowledge Base Articles" works

Please, feel free to click on "Vote for this issue" and add yourself as a watcher to be kept informed about the state of the features moving forward.

Aaron Pavez _ServiceRocket_ · Answer

Hi @Rajan Dangol

Here are some insights on how the search works:

https://confluence.atlassian.com/jirakb/how-the-knowledge-base-search-works-on-service-desk-portal-1402416736.html

Modifying the summary to reflect better the request seems the only way to have better filtering.

Regards