JSM Knowledge Base - Is there a way to search for existing Bugs/Support req from Portal Home page

[rajiv_gupta]

We are using Jira service management and linked Confluence space to manage the knowledge base articles . This articles are searchable though the customer portal as auto suggestion and search when they try to create new Bugs/request .

Wanted to understand is there any way customer can search from the existing raised tickets to check if something similar is already raised or not ?

[Laura Campbell _Seibert Media_ · Accepted solution]

Hi @rajiv_gupta 

If you're open to trying an app, Elements Publish could meet your needs. The app allows you to publish information from a Jira issue to Confluence, and even synchronize updates if the Jira issue changes.

This would allow you to make the information searchable as a Confluence page, which provide a similar experience of searching knowledge base articles. When designing the Confluence page where your Jira details will be published, you could start with a panel or other visual element to indicate that the page concerns an open bug/request.

[Jack Brickey]

Hi @rajiv_gupta , welcome to the community.

The search bar in the portal does not search for existing tickets unfortunately. This is something I mentioned to Atlassian several years back. The only possible work around that I can think of would be to somehow keep confluence, article, up-to-date with current open issues given that the search bar will find related articles then it is possible that that article could present open issues. However, I don’t see how this would be possible to maintain and keep accurate. It would be more work doing that then it would be to have your agents simply link , duplicate issues and respond to the customer in my opinion. Finally, you might check the marketplace for any possible solution, though I am not aware of any. 

[Dan Breyen]

As long as you can return the JIRA issues with a JQL statement that you want to display, you can create a KB article for known outstanding issues.  See this KB article for Jira/Confluence integration. Use JIRA and Confluence together - Confluence 5.7 - Atlassian Documentation

I've been messing around with this query to show JIRA issues created from JSM Service Requests: Project = <YourJiraProject> and status !="Resolved" and issueLinkType = "causes"

We're in the cloud, so our JSM project and JIRA projects are in the same database.