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change the way the customer portal searches the knowledge base

I have a Confluence space setup as the knowledge base (KB) for my jira service desk project.

When the customers begins entering info into the summary field it automatically searches the KB. This works ok.

The problem is when the customer mistypes the application name or misses key information then the presented KB articles are not relevant. Worse is that the customer is not presented with relevant KB articles if the required information is entered in the description field and not the summary.

What i want to do is give the customer drop down boxes to choose from.  

Then have KB articles presented based on the selected values as well as the summary field.

Is this possible?

1 answer

While not exactly what you want, the Extension for Jira Service Desk Addon has some interesting options.

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview

You can add a set of links to the page (and even group them) This is probably your best bet.

https://deviniti.com/support/addon/server/extension/latest/links/

You can also look at their dynamic forms functions to change the screen based on a dropdown

I would have also suggested the Knowledge base custom field, but it looks like it has been abandoned.

https://marketplace.atlassian.com/apps/1213699/service-desk-knowledge-base-custom-field?hosting=server&tab=versions

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