Help Center directing user wrongly to our Service Desk

Anderson Cravcenco

Hello Everyone.

Recently my Service Desk starting receiving a lot of questions about a system that my team don't own in our business unit.

Researching why we are receiving this questions, I found that in the help center, when someone search for the system name, the help center direct the user to open a ticket in our "Other Issues" ticket, but we don't have anything in our SD about it or our Confluence pages.

 

Is there anything that we can do to "remove" this wrong search from my team ?

Thorsten Letschert _Decadis AG_

Hey @Anderson Cravcenco ,

It seems like your "smart search" has been trained to suggest the wrong request type  - see https://support.atlassian.com/jira/kb/how-does-smart-search-works-in-the-help-center/. 

From your message, I assume you're using the request type "Other Issues" in multiple projects. While the user could see a difference in target URLs when hovering over the request types, those are usually not readable but only include some portal and/or request type IDs.

 A manual workaround I could think of would require using distinguishable request type names, e.g.

• Other Issues (%ProjectKeyA%)
• Other Issues (%ProjectKeyB%)

so that users at least have some visual guidance (and over time the 'correct' request type should then return to the top of the suggested list).

Beyond that, I'm currently not aware of any configuration options.

Related issues on JAC have either been closed (JSDCLOUD-9294 or JSDCLOUD-11240) or are not having real traction (JSDCLOUD-4292 or JSDCLOUD-15546).

Regards,
Thorsten