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Helpcenter not returning articles from main portal

Hello,

 

I am using JIRA ServiceDesk(Jira service management), I have an issue with article search from portal.

 

I am able to search and get the articles from the respective portals of the project successfully.

But if I go one level up and try to search for the same article from main portal, it is not listed instead.

 

Example:

 

This is our main portal: https://jira.xxxx.com/servicedesk/customer/portals : Article is not listed when searched here

 

Whereas when I go to the respective portal and search the article is listed: https://jira.xxxx.com/servicedesk/customer/portal/81 

 

Note:

- Can a user see your articles in confluence? Yes

- Auto-search on request-forms is set to 'yes' ? Yes

1 answer

0 votes

Thanks so much for your question.

Could you please give us more information regarding your configuration?

Which JSM version are you on?
Is your JSM instance linked to a Confluence server or Confluence cloud?

You can find information regarding how search is performed in the following article https://confluence.atlassian.com/servicedeskserver0412/write-and-search-for-knowledge-base-articles-1026033399.html


If you have linking to both Server and Cloud Confluence this information might be useful:
Search in the main portal is done against the primary confluence, which is Confluence server by default unless: 

  • sd.kb.cloud.always.primary feature flag is on

  • There is only Confluence cloud linked to the JSM instance

When Confluence Cloud is primary, the search on the Portal of Portals will be performed against only those spaces that are linked to Confluence Cloud.

So if you have a portal 81 linked to the Confluence cloud and you also have integration with Confluence server and Confluence server is the primary Confluence, then search in the portal will be made against the cloud instance, search in the main portal will be made against server instance.

Thank you,

Nadya,
Jira Service Management

ps. if this answer is correct, please select the ‘accept answer’ button

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