This has gone far beyond frustrating.

There’s still no update, and the situation continues to trigger a massive wave of support requests from our customers.

Frankly, it’s unacceptable.

At this point, we’ve started seriously exploring alternatives to JSM and Confluence — and unless we see meaningful progress on this issue soon, we’ll likely proceed with a switch.

I completed the cloud migration entirely on my own just six months ago — for a large-scale setup involving many customers, complex business rules, and numerous regressions to manage. It was a massive undertaking, and now it feels like it was all for nothing. So much stress, time, and effort wasted — not to mention six months of trying to manage this issue, explain it internally, and justify why I’ve been powerless to get it resolved or even escalate it effectively.

On top of that, I’ve spent an unreasonable amount of time just keeping the support ticket alive — constantly following up, and trying to push for progress, with little to no feedback in return.

I couldn't agree more with Nicolas. It is completely unacceptable that our users cannot search the articles they need to solve their IT challenges. It is utterly hopeless that they cannot search for knowledge articles. It is truly unacceptable that this issue has not been resolved after so many years; it should have been fixed in a short time. A knowledge database without a search function is, as Nicolas writes, like a car without wheels or a library without an index. We might also be forced to find another system. We use Confluence, Jira, and Jira Service Management, and if we move away from Confluence, we might also need to move away from Jira and Jira Service Management.

Get this issue solved now please, or you might risk losing a lot of customers.

Happy New Year 2025!  

Though it’s hard to fully celebrate when we’re starting yet another year without any updates on this issue. It’s honestly baffling that a knowledge base—meant to empower users—still lacks a functional search feature.

At this point, it feels like we should start celebrating anniversaries of this bug instead. As paying customers, this lack of resolution is not only disappointing but actively impacts our ability to support our ~35 000 customers. A knowledge base without search is like a library without an index— or a car without wheels - what’s the point?

To make matters worse, my boss has been asking me for the past three months to consider analyzing a migration to Notion. I’ve resisted the idea because it’d be veeeery painful and time-consuming (particularly after the server-to-cloud migration six months ago), but at least it would work. Frankly, it’s becoming harder and harder to argue against it when this issue remains unresolved.

We truly hope this critical issue is addressed soon. After all, starting the year with unresolved bugs and frustrated customers isn't the most inspiring way to kick off 2025.

Just as a reminder, issues to vote:

• AI-910 created in 2016
• AI-900 created in 2021
• AI-348 created in 2020
• CONFCLOUD-45631 created in 2016
• CONFCLOUD-43592 created in 2016

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