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

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 ?


2 answers

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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.

1 vote
Jack Brickey Community Leader Jan 06, 2023

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. 

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