KB articles not showing in service project issues when the summary does not match the article

Anand Kujur March 21, 2024

I have a Jira service project in PROD (v8.20.10), where Confluence (v8.5.4) is linked to the project to suggest articles.

When the keywords 'PIPS', 'Program', and 'Code' from the issue summary match with the Confluence article title (or the content), the related articles are suggested in the issue.

Jira PROD issue summary and related KB articles.png

I have the same service project in UAT (v9.12.1) which is configured the exact same way, but the related KB articles do not get suggested.

Jira UAT issue summary and related KB articles.png

If I remove 'PN 044438' from the issue summary, the articles are suggested.

Now, I have to upgrade Jira to v9.12.1 soon and this will be a problem as most of the issues will not show any related KB articles.

Is this a version problem? and is there another way to show the related KB articles without changing the issue summary?

1 answer

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Carla Ann Rowland
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March 21, 2024

what labels do you have on the confluence articles? is the data in the data center migrated from another instance. Make sure the hyperlink, connecting Service Desk to Knowledge base, is pointing to the correct Confluence pages in the same instance as your service management.

If you have data center then you can set labels to be connected to confluence pages.

Anand Kujur March 21, 2024

Any links for how to use labels in this case?

Anand Kujur March 21, 2024

So, I have replicated this in the test env (Jira v9.12.1).

I have some test confluence articles and I have some test issues in a test service project, both in the test env.

01.png

The test project is linked to the test confluence space as shown below.

02.png

Now, when I open one of the test issues, there are no related articles as shown below. And, when I remove the UID from the summary, there are related articles as shown below.

03.png

Anand Kujur March 21, 2024

So, all the keywords in the issue summary needs to be there somewhere in the title or content of the confluence article.

And, when I add the UID 'PN 044438' in the confluence article, the related KB articles are suggested in the issue as shown below.

04.png

But this is not ideal as there are a lot of issues with UID's.

This wasn't the case in v8.20.10. As, it was only matching some of the keywords, like 'PIPS', 'Program' and 'Code' and wasn't bothered by 'PN 044438'.

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