Augment Service Desk search results

We have a self-managed instance of JIRA and Confluence, and have Service Desk installed. Service Desk is connected to a Knowledge base in Confluence. When Service Desk issues are entered, matching Confluence KB entries automatically appear in the panel to the right.

We are looking to develop a plugin that will augment the KB search with results from the broader internet (we may license with google or bing), and also from specified domains (for example, help.ouruniversity.edu).

We would like to see the search results display in groups, for example:

Confluence KB results

-result a

-result b

University Help results

-result a

-result b

Internet search engine results

-result a

-result b

This functionality is a key part of our strategy to promote institution-wide Service Desk adoption.

We are famliar with the basics of plugin development, but are not sure what the best entry point is for this project - Service Desk, JIRA, or Confluence. Thanks for any high level guidance, or pointers to existing plugins that could be used as partial models.

2 answers

Hi,

Any success on this?

We have put this on the back burner for now. I did not see a viable approach to accomplish this for our self-managed JIRA and Confluence instances.

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