Issue Summary

When searching for certain phrases (e.g., “sheet metal”) in the Jira Service Management (JSM) portal, no results are returned, even though relevant articles exist and similar queries (e.g., “Sheet”, “Sheetmetal”) work as expected.

Technical Details:

• The backend Confluence CQL search API call is timing out (5s limit) because fetching metadata for these queries takes significantly longer (~9 seconds with all expands, ~6.5 seconds with only metadata).

• This issue appears to be isolated to specific tenants and queries, and is likely related to the performance of the metadata expand in the Confluence API.

Steps to Reproduce

• In the JSM portal, search for the exact phrase:
  sheet metal
• Observe that no results are returned, even though relevant articles exist.
• Searching for similar queries (e.g., Sheet, Sheetmetal, sheet metal bent part) returns results as expected.

NOTE:

• Note that the issue is reproducible not only via the JSM portal but also when searching directly in Confluence.

• Example: Searching for phrases like “sheet metal” in Confluence (e.g.,https://yoursitename.atlassian.net/wiki/search?text=%E2%80%9CSheet%20Metal%E2%80%9D&spaces=CAx&type=page) also fails to return expected results, confirming the bug impacts both platforms.

Expected Results

The relevant knowledgebase articles should be listed correctly.

Actual Results

No results are available in portal/confluence search

This impacts customer experience by preventing relevant articles from being surfaced certain queries.

Workaround

None available. Please try with a different search string.