Issue Summary

From JSD (help center for customer or project page for agents), when searching for exact match (using quotes) knowledge base articles with special words like 'in', 'this', 'is', etc. the search will return no results.

Steps to Reproduce

1. Create a JSD instance with an application link to the confluence server.
2. Create a space on the confluence instance with some articles that include the mentioned special words in the page content. For instance:

   Maybe this is a valid test

1. Link the JSD project to the KB space.
2. Search on the help center as a customer or on the project page as an agent and observe that no results are returned for matching searches in some cases.

Note

• This was tested with JSD 4.8.0 and Confluence 7.4.0.
• These special words are not necessarily CQL keywords.

•  This is not a Jira Service Desk bug but a Confluence bug. The search for articles has the same symptoms in Confluence, also tested with Conf 7.10.2.

Expected Results

The matching article should be displayed in the search results.

Actual Results

Here are some examples of what I inserted in the search field and the results of the search in JSD:

• Maybe this is a valid test --> returns the article
  
• "Maybe this is a valid test" --> doesn't return the article
  
• "Maybe this is" --> returns the article
  
• "this is a valid test" --> returns the article
  
  P.S: "this" and "is" appear to be special words and the issue only happens if these words are in the middle of the search sentence as shown in the examples.

Workaround

Currently, there is no known workaround for this behavior. A workaround will be added here when available.