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  1. Jira Service Management Data Center
  2. JSDSERVER-10987

Help Center returns zero Confluence articles if payload exceeds 256 characters

      Atlassian Update – 30 August 2023

      Hi everyone,

      This will be resolved in JSM 5.11 however there are some caveats

      • The full fix requires an upgrade to Confluence 8.5+ alongside JSM 5.11+ 
      • If on an older version of Confluence, JSM will now be more careful when searching across many spaces, but to do this it has to drop some spaces out of the search, so there may be limited results.
      • The limitation of 255 characters still exists in Confluence, but it should be harder to hit that limit when searching from JSM.

      Kind regards,

      Benjamin Suess

      Jira Service Management, Data Center & Server

      Issue Summary

      The Help Center within the Customer Portal of JSM project does not return any knowledge-base articles from Confluence when a high number of JSM projects are linked to unique Confluence spaces.

      This is due to the API payload sent to the Confluence "knowledge-base/1.0/search" endpoint exceeding 256 characters which is the character limit set in Confluence. This is being tracked on the Confluence side in CONFSERVER-33174.

      Steps to Reproduce

      1. Link a Jira and Confluence instance using Application Links.
      2. Create multiple Confluence spaces (keys: JSM1 - JSM13).
      3. Create multiple JSM projects (keys: JSM1 - JSM13).
      4. Link each of the individual JSM projects to their respective Confluence space within the Project Settings -> Knowledge base page, such as the JSM1 Jira project to the JSM1 Confluence space.
      5. Navigate to /servicedesk/customer/portals
      6. Perform a search with one of the Confluence space keys, such as jsm1.

      Expected Results

      Articles matching the query string are displayed on the main Help Center page.

      Debug Logging (org.apache.http)

      2021-12-22 13:20:02,189-0600 http-nio-48202-exec-11 DEBUG admin 800x1283x2 1x9w72o 0:0:0:0:0:0:0:1 /rest/servicedesk/knowledgebase/latest/articles/shared/search [o.a.h.impl.execchain.MainClientExec] Executing request GET /c7132/rest/knowledge-base/1.0/search?type=page&queryString=%28jsm2%29+AND+%28spacekey%3A%22JSM2%22+OR+spacekey%3A%22JSM1%22%29&pageSize=3&startIndex=0&highlight=true&xoauth_requestor_id=admin HTTP/1.1
      

      Actual Results

      No articles are displayed on the main Help Center page.

      Debug Logging (org.apache.http)

      2021-12-22 13:38:48,044-0600 http-nio-48202-exec-8 DEBUG admin 818x2061x2 1x9w72o 0:0:0:0:0:0:0:1 /rest/servicedesk/knowledgebase/latest/articles/shared/search [o.a.h.impl.execchain.MainClientExec] Executing request GET /c7132/rest/knowledge-base/1.0/search?type=page&queryString=%28jsm1%29+AND+%28spacekey%3A%22JSM81%22+OR+spacekey%3A%22JSM91%22+OR+spacekey%3A%22JSM2%22+OR+spacekey%3A%22JSM3%22+OR+spacekey%3A%22JSM1%22+OR+spacekey%3A%22JSM6%22+OR+spacekey%3A%22JSM131%22+OR+spacekey%3A%22JSM7%22+OR+spacekey%3A%22JSM4%22+OR+spacekey%3A%22JSM5%22+OR+spacekey%3A%22JSM101%22+OR+spacekey%3A%22JSM111%22+OR+spacekey%3A%22JSM121%22%29&pageSize=3&startIndex=0&highlight=true&xoauth_requestor_id=admin HTTP/1.1
      

      Workaround

      Due to the nature of the bug, the only workaround is to reduce the amount of unique spaces linked to each of the JSM projects until the query string is less than 256 characters.

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            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
            Uploaded image for project: 'Jira Service Management Data Center'
            1. Jira Service Management Data Center
            2. JSDSERVER-10987

            Help Center returns zero Confluence articles if payload exceeds 256 characters

                Atlassian Update – 30 August 2023

                Hi everyone,

                This will be resolved in JSM 5.11 however there are some caveats

                • The full fix requires an upgrade to Confluence 8.5+ alongside JSM 5.11+ 
                • If on an older version of Confluence, JSM will now be more careful when searching across many spaces, but to do this it has to drop some spaces out of the search, so there may be limited results.
                • The limitation of 255 characters still exists in Confluence, but it should be harder to hit that limit when searching from JSM.

                Kind regards,

                Benjamin Suess

                Jira Service Management, Data Center & Server

                Issue Summary

                The Help Center within the Customer Portal of JSM project does not return any knowledge-base articles from Confluence when a high number of JSM projects are linked to unique Confluence spaces.

                This is due to the API payload sent to the Confluence "knowledge-base/1.0/search" endpoint exceeding 256 characters which is the character limit set in Confluence. This is being tracked on the Confluence side in CONFSERVER-33174.

                Steps to Reproduce

                1. Link a Jira and Confluence instance using Application Links.
                2. Create multiple Confluence spaces (keys: JSM1 - JSM13).
                3. Create multiple JSM projects (keys: JSM1 - JSM13).
                4. Link each of the individual JSM projects to their respective Confluence space within the Project Settings -> Knowledge base page, such as the JSM1 Jira project to the JSM1 Confluence space.
                5. Navigate to /servicedesk/customer/portals
                6. Perform a search with one of the Confluence space keys, such as jsm1.

                Expected Results

                Articles matching the query string are displayed on the main Help Center page.

                Debug Logging (org.apache.http)

                2021-12-22 13:20:02,189-0600 http-nio-48202-exec-11 DEBUG admin 800x1283x2 1x9w72o 0:0:0:0:0:0:0:1 /rest/servicedesk/knowledgebase/latest/articles/shared/search [o.a.h.impl.execchain.MainClientExec] Executing request GET /c7132/rest/knowledge-base/1.0/search?type=page&queryString=%28jsm2%29+AND+%28spacekey%3A%22JSM2%22+OR+spacekey%3A%22JSM1%22%29&pageSize=3&startIndex=0&highlight=true&xoauth_requestor_id=admin HTTP/1.1
                

                Actual Results

                No articles are displayed on the main Help Center page.

                Debug Logging (org.apache.http)

                2021-12-22 13:38:48,044-0600 http-nio-48202-exec-8 DEBUG admin 818x2061x2 1x9w72o 0:0:0:0:0:0:0:1 /rest/servicedesk/knowledgebase/latest/articles/shared/search [o.a.h.impl.execchain.MainClientExec] Executing request GET /c7132/rest/knowledge-base/1.0/search?type=page&queryString=%28jsm1%29+AND+%28spacekey%3A%22JSM81%22+OR+spacekey%3A%22JSM91%22+OR+spacekey%3A%22JSM2%22+OR+spacekey%3A%22JSM3%22+OR+spacekey%3A%22JSM1%22+OR+spacekey%3A%22JSM6%22+OR+spacekey%3A%22JSM131%22+OR+spacekey%3A%22JSM7%22+OR+spacekey%3A%22JSM4%22+OR+spacekey%3A%22JSM5%22+OR+spacekey%3A%22JSM101%22+OR+spacekey%3A%22JSM111%22+OR+spacekey%3A%22JSM121%22%29&pageSize=3&startIndex=0&highlight=true&xoauth_requestor_id=admin HTTP/1.1
                

                Workaround

                Due to the nature of the bug, the only workaround is to reduce the amount of unique spaces linked to each of the JSM projects until the query string is less than 256 characters.

                        c8bcca445054 Benjamin Suess
                        43408485a508 Nathan Lopez
                        Votes:
                        11 Vote for this issue
                        Watchers:
                        12 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                            c8bcca445054 Benjamin Suess
                            43408485a508 Nathan Lopez
                            Affected customers:
                            11 This affects my team
                            Watchers:
                            12 Start watching this issue

                              Created:
                              Updated:
                              Resolved: