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Categorize KB articles in the Knowledge Base

Shianna Andersack September 18, 2020

I'm no longer able to assign categories to KB articles in the Knowledge Base.

I get a yellow triangle that asks me to wait a few moments and try again

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Dave Liao
Community Champion
September 18, 2020

@Shianna Andersack - is this still happening?

To confirm, you're having issues managing labels on Confluence pages?

Shianna Andersack September 18, 2020

Hello, yes trying to add a category under Projects/eTailPet Help & Answers/Knowledge base

after further review, this might actually be an issue in Service Desk.

I can see the article topics and then the category to assign, there are dropdown options that I have created but I can't select them

Dave Liao
Community Champion
September 18, 2020

Can you share a screenshot where you're running into an issue?

Shianna Andersack September 18, 2020

Screenshot 2020-09-18 154755.png

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Dave Liao
Community Champion
September 18, 2020

Interesting... haven't seen that before!

How many categories do you have defined for that project, out of curiosity?

Shianna Andersack September 18, 2020

Just 3 

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Dave Liao
Community Champion
September 18, 2020

Oy.

Try the typical troubleshooting tactics and log out, clear your browser cache, log back in? I'm testing with four categories in a test project, and can't reproduce the issue...

Shianna Andersack September 18, 2020

Interesting - another user is having the same issue and cannot update the categories

Dave Liao
Community Champion
September 18, 2020

If you're using Chrome, open Jira in an incognito window, press F11 to web tools, then try editing a category. In the console, see what errors appear?

Shianna Andersack September 21, 2020

Same error appears 

Dave Liao
Community Champion
September 21, 2020

@Shianna Andersack - bummer! To help troubleshoot, are you using Google Chrome?

Open a new incognito window, then press F11 to load web tools. Load Jira, then try editing a category.

In the web tools console, do any errors appear?

Shianna Andersack September 21, 2020

I feel so silly. I found the answer:

There error message in Jira is because of limitation - there’s a limit of 20 categories per service desk and 50 articles per category

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Dave Liao
Community Champion
September 21, 2020

Gotcha! Their error message needs a rewrite 😂 

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Shianna Andersack September 21, 2020

Thank you for your help 👍

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sam.bradner
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February 5, 2025

I'm very glad I found this article! I just ran into the same issue 4.5 years later. That error message for sure needs a rewrite. 
50 articles per category seems arbitrary and pretty low... any chance that can be increased?

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