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  1. Jira Service Management Cloud
  2. JSDCLOUD-9305

KB articles don't show up in the Widget search

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      Issue Summary

      Knowledge base articles are not showing up as results of the Widget search engine even if the "Allow search for knowledge base articles" is enabled.

      Steps to Reproduce

      1. Create a login-free portal and link it to a Confluence space.
        • Set the knowledge base Viewing access is set to Anyone.
        • Provide Anonymous Access with the View permission in the linked Confluence space.
      2. Enable the Widget in your project, turning on the option "Allow search for knowledge base articles".
      3. Embed the Widget in any site.
      4. Search for an article's title.

      Expected Results

      The article will show in the search results.

      Actual Results

      The search won't find any article, showing only request types appear in the results.

      Workaround

      No workaround available at this moment.

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            [JSDCLOUD-9305] KB articles don't show up in the Widget search

            Jens Schumacher added a comment -

            Thanks for the quick response and resolution Oliver!

            Jens Schumacher added a comment - Thanks for the quick response and resolution Oliver!

            oli added a comment -

            Hi all,

            We have been able to mitigate the impact for all existing customers that are using knowledge base search with the widget. We are still working on a fix to prevent this happening for new customers and more broadly. In the meantime, please reach out to us via https://support.atlassian.com/contact if you are still experiencing this issue or if you are setting up the widget for the first time and we can apply the work-around for you.

            Cheers,

            Oliver Wessels

            oli added a comment - Hi all, We have been able to mitigate the impact for all existing customers that are using knowledge base search with the widget. We are still working on a fix to prevent this happening for new customers and more broadly. In the meantime, please reach out to us via https://support.atlassian.com/contact if you are still experiencing this issue or if you are setting up the widget for the first time and we can apply the work-around for you. Cheers, Oliver Wessels

            oli added a comment -

            Fixing this with highest priority as an incident. Apologies for the inconvenience and appreciate your patience everyone. Will keep you all updated.

            oli added a comment - Fixing this with highest priority as an incident. Apologies for the inconvenience and appreciate your patience everyone. Will keep you all updated.

            Jens Schumacher added a comment -

            I would like to see the priority of this ticket increased. Surfacing the KB via the widget is a core capability our customers rely on and it suddenly stopped working with no indication of when it will be available again. This capability is one of the main reasons we picked Service Desk in the first place. 

            Jens Schumacher added a comment - I would like to see the priority of this ticket increased. Surfacing the KB via the widget is a core capability our customers rely on and it suddenly stopped working with no indication of when it will be available again. This capability is one of the main reasons we picked Service Desk in the first place. 

              owessels oli
              vromero Victor Romero
              Affected customers:
              10 This affects my team
              Watchers:
              17 Start watching this issue

                Created:
                Updated:
                Resolved: