Issue Summary

Virtual service agent (VSA) fails to return results when users search via the help center search box, although it works correctly when accessed through individual service desks.

Steps to Reproduce

• A licensed user accesses the Help Centre search. Ensure no page or space level permissions set on KB's.

• They enter the keyword for example "VPN issue" in the search bar.

• The system redirects to the VSA page but fails to return any results. Instead, it displays the message:
  "Sorry, I couldn't help. Try rephrasing your question, or go to search results."

• At the same time, another user (with the same permission as the first one) searches using the same keyword and successfully receives relevant results.

• The original (licensed) user tries the same keyword directly from the main portal and receives appropriate search results.

Expected Results

Confluence pages must be suggested for both users

Actual Results

Confluence pages are suggested for random users

Workaround

• Use VSA within individual projects until the problem is fixed.
• Disable VSA in Help Center if required.