Search function does not work for Jira Service Desk users in Confluence Knowledge base

[Paul Jones]

We have installed Jira Service Desk for Cloud and linked to a Knowledge base in Confluence Cloud.

This accessed by users who have an account but do not have a Confluence license.

They ONLY need to search the knowledge base and not other content we have in Confluence which is only accessible by Confluence license holders.

When using any of the Confluence search functions, a list of 5 - 6 suggested answers pops up, however if the clicks on <enter> or selects to "Search for more results" they get an error message.

I find this to be fundamental problem with the KB function as we need to provide a rich search function within the knowledge base space and not limit to the top 5 - 6 results. 

This seems to be a bug in the search function that a wider search cannot be carried out. Is there any way to make the search function work for users?

[Koen Gillard]

Hi Paul

Do your ServiceDesk customers receive this error or you ServiceDesk agents?

Kind regards

Koen

[Paul Jones]

Hi Koen,

It is Service Desk customers that cannot view more than 6 search results within a knowledge base.

Rgds, Paul.