Configuring Related Knowledge Base Articles for Jira Issues

[Matthew Swint]

We have Jira Service Desk and Confluence. We have a Knowledge Base associated with one of our projects in JSD and the Related Knowledge Base Articles feature is displaying Confluence articles in our Jira Issues, however, those "related" articles are rarely ever actually related to the particular Jira Issue they are being shown with. 

What is the proper way to make sure that the "related" articles are truly related to the Jira Issue where they are shown?

I really hope that the matching is not being done based on text included in the issue description. In my experience the article search in Confluence takes this approach which is crazy as you can search for the phrase "account unlock and password reset" and the results you get back include nearly all Confluence articles you've created because the word "and" is being searched for and happens to be included in nearly every article ever created.

Can the "related" articles feature be configured to only relate Jira Issues and Confluence Articles that share common labels?

[Brant Schroeder · Accepted solution]

@Matthew Swint 

Jira Service Desk does search the knowledge base and look at the text in the title and body of the article.  It also uses labels.  If you are using a team managed project (formerly next-gen) it will automatically look at labels to help best decide which articles are most relevant.  This works ok.  In a company managed project (formerly classic) you can set the labels yourself helping narrow down the search even more so the correct content is brought back.

Set up article suggestions in request forms | Jira Service Management Cloud | Atlassian Support

What are Jira Service Management team-managed projects? | Jira Service Management Cloud | Atlassian Support

[Anand Kujur]

Does using labels help with KB article suggestions in the customer portal only or does it help agents see suggested kb articles in the issue view in a project as well?

[Brant Schroeder]

@Anand Kujur I believe it is both.