Jira confluence

Rajan Dangol

Hi

 

I’ve noticed that when users search for Knowledge Base (KB) articles using the Help Center search bar, they can see a large number of results from Confluence. However, when interacting with the request form, only three KB articles are displayed as suggestions.

Could you please clarify:

1. Is there a default limit for the number of KB articles suggested in the portal when using forms?
2. If so, is there a way to adjust or increase this limit, either through configuration or customization?
3. Are there any recommended best practices for optimizing KB article relevance for both the Help Center search and the form auto-suggestions?

Any guidance or documentation on this would be greatly appreciated!

Rik de Valk (Brainboss)

Hi @Rajan Dangol , 

#1: Yes, there is a default limit for article suggestions in a request form. Three is the magic number.

#2: Nope, not that I'm aware of. 

#3: Tips to improve the relevance of article suggestions: 

1. Separate articles for end-users and articles for support agents. You can have a Space for each. And set the permissions for the end-user knowledge base to 'open for all' and restrict the permissions for the Support agents knowledge base to only the Support and DevOps teams. 
2. Further narrow it down using permissions. In addition, you will probably have IT services that are not used company-wide. For those (specialist services), also ensure that only that audience has permissions. 
3. Use Labels and map labels to request types if you have articles that are only relevant in the context of specific Request types. For example, if you have a request form for account and password issues, 'Only show articles labeled' to a label like 'accounts'. And label your articles about account and password issues with this label. 
   See https://support.atlassian.com/jira-service-management-cloud/docs/set-up-article-suggestions-in-request-forms/

Also try out adding keywords to your articles and see if this improves the ranking of a page in certain contexts. 

Hope that helps. Have a nice day!

Rik