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  1. Jira Service Management Cloud
  2. JSDCLOUD-15810

Single KB linked to multiple JSM projects results in confusing breadcrumbs on Help Center

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      Issue Summary

      When connecting the same knowledge space to multiple JSM projects, the breadcrumb trail that shows on the help center when searching for articles that reside in this KB shows the name of one of the connected projects, but which one is shown is not consistent.

      Steps to Reproduce

      1. Link the same KB space to 3 JSM projects
      2. Navigate to the help center (top level, not within a portal) and search for an article in the KB
      3. Note the breadcrumb trail shows one of the project names (in my testing, the first project the KB space was connected to)
      4. Removing the KB space from the first project connected results in the breadcrumb changing to one of the other projects still connected when searching for the article again

      Desired Results

      The customer has reported that this causes confusion with their internal customers as some article are associated with specific teams within their organization. 

      For example, they may search for an article called "Password Reset" and after clicking on the article, the breadcrumbs show the Marketing project (or some other project they would not associate with the article chosen).

      Requested Change (options)

      • Have the ability to select a default project that will always display in the breadcrumbs when a KB space is connected to several projects.
      • Remove the project name from the breadcrumb trail when searching from the help center, not navigating through a portal, when searching for an article in a KB space connected to multiple projects

      Workaround

      None

              Unassigned Unassigned
              705a5659f1d6 Bob Boursaw
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                Created:
                Updated: