Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements


  • Give kudos
  • My kudos


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Solution for adding more keywords/metadata for JSD


Could You suggest what to use or how to set up more keywords or metainfo for our request forms/articles?

Currently it is a bit problematic - the search bar functionality in customer portal only reacts and shows necessary articles/request forms if You know the correct word, what to search.

For example: If customer writes "list" into the search bar - system will suggest "Create e-mail list" form, which is correct. But if user writes "lists" - system does not suggest anything. And there are many other problematic keyword situations. The same for Confluence knowledge base articles.


How could I add more flexibility into the keywords? 

1 answer

1 accepted

0 votes
Answer accepted

Hi Kaur,

Thanks so much for your question.

There are two parts to search.
1. Request type search: For request types JSD will search for request type name and description. JSD also has a search that looks at similar issues and gets request type from those issues. So ideally the search functionality should get better over time as system learns more about each request type. You can read more about this here -
We also have similarity search that tries to match similar request types names.

2. Knowledge base search: KB search is backed by confluence’s lucene search. So users can use advanced search syntax to get better search results. More details on it here -

Thank you,

Jira Service Desk

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Desk

Calling all Mindville Insight users, we need your help! (there might be swag involved)

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you!  ...

276 views 4 6
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you