How to change the 'auto-search' preview after linking conf KB and service desk?

Erlend Verledens

When a customer enters a ticket, service desk will automatically provide knowledge base suggestions - "We've found solutions that could save you time".

How can I change or influence what preview text is shown? Can I turn it off entirely?

Or is there some sort of best practice? Now it seems to show random snippets containing the search word in the summary.

Thanks 

Stephen Sifers

Hello Erlend and welcome to the Community!

Using Jira Service Desk can be very powerful, but as you stated, when you get using it an the wrong knowledge base articles are showing it can be a bit frustrating. WIth that said, here are you available options to guide users to the correct knowledge base articles.

The documentation states the following for Jira Service Desk server in regards to searching knowledge base articles:

• The knowledge base search and the request type search are independent of each other.
• The knowledge base search will display a maximum of 3 results.
• The request type search will display a maximum of 5 results, and:
• The primary search picks up words that the customer is typing in the Summary field, and looks for them in the request type Name and Description.
• The secondary search uses JQL queries to find relevant request types based on the request's Summary field.

If you wanted to turn off preview text, you would have to completely remove the link or article. There is not an option to remove just the preview text as of now. If you want to see this become a feature, you are welcome to submit a feature request for that here; Create Feature Request 

More information about Jira Service Desk and knowledge base articles can be found here:

What's a knowledge base and why you need it 

Write and search for knowledge base articles

I hope you find this helpful, please let us know if you do have further questions.

Regards,
Stephen Sifers