Ability to turn off Suggested Articles in Customer Portal?

[Gail Tomlinson]

Is anyone aware if it is possible to turn off the suggested articles from populating in the customer portal, when the customer is filling out the summary field?

[brbojorque · Accepted solution]

Hi @Gail Tomlinson ,

The only I know how to do this is to completely remove the Server Desk integration with Confluence knowledge base.

[Gail Tomlinson]

Thank you very much, that is what I'm seeing as well. 

[Tom Gaffney]

This can be done on the Server version from at least 8.5 by going to the project settings > Knowledge Base then scrolling down to "Auto-search on request forms". From there, you can turn on or off KB suggestions for each request type.

[Jelena]

You can use "Form" functionality (linked to the custom field) to display "Summary" field in the request form - then there will be no any article suggestions displayed to the customer.

[Naomi]

I am trying to do the same. I want our agents to use the knowledge base for work instructions that customers don't need to see. Has there been an update to this? 

[Tom Gaffney]

For server: project settings > Knowledge Base then scrolling down to "Auto-search on request forms". From there, you can turn on or off KB suggestions for each request type.

[edwin vasquez]

Hello Gail,

welcome to the community! Please try this guide and see if this helps.
https://confluence.atlassian.com/jirakb/how-to-hide-remove-the-knowledge-base-section-from-servicedesk-project-navigation-sidebar-808488650.html

[edwin vasquez]

Let me know if this worked for you. 

[Gail Tomlinson]

Looks like the only way to do this is turning off the knowledge base. We can just work around this. Thank you!