Issue Summary

When searching for a term in JSM help center, Jira lists knowledge base pages which matches the term, presenting accurate result. However, abruptly, it's shown that no answer could be found.

After this, if we click to see search results, the page is again listed, as it happened when we started to type the term.

This can cause confusion for customer experience when trying to get knowledge about the issue they're facing.

Steps to Reproduce

It was possible to reproduce the issue following the steps below (texts being used as example):

1. Link a Confluence space as the Knowledge base to a JSM project
2. Create a new page with the title Encompass Printing Error
3. For the page text use the following:

   This article demonstrates how to resolve the error shown below when attempting to print from encompass |uD83D|uDCD8 Instructions Close Encompass Open Adobe Acrobat
   Click Edit Click...Security (Enhanced) Uncheck the box for "Run in Appcenter" at the top of the page Click "Yes" at the prompt and then "OK" at the bottom of the preferences then restart the app Re-open Encompass

4. Publish the page and go to your JSM Help Center
5. Search for the term encompass in the search bar and hit enter to initiate VA conversation

As a result, AI Answers will trigger and start typing out an output based on the article; However, it abruptly terminates.

Clicking on search results displays the article itself.

Expected Results

The Virtual Agent will display the expected page.

Actual Results

The Virtual Agent will ask you to rephrase the question.

Workaround

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