• Type: Bug
• Resolution: Fixed
• Priority: Low
• Fix Version/s: 5.11.0
• Affects Version/s: 3.0.0, 4.0.0, 4.16.2, 4.20.2
• Component/s: Customer Portal, Knowledge Base
• Labels:

  None

1. 

   Screen Shot 2021-12-22 at 1.40.04 PM.png

   80 kB

   22/Dec/2021 7:45 PM

2. 

   Screen Shot 2021-12-22 at 1.17.17 PM.png

   117 kB

   22/Dec/2021 7:45 PM

[JSDSERVER-10987] Help Center returns zero Confluence articles if payload exceeds 256 characters

Renata Dornelas made changes - 28/Jan/2025 7:04 PM

Remote Link

Original: This issue links to "Wiki Page (Atlassian Documentation)" [ 605391 ]

Rish Singh made changes - 04/Jan/2024 2:20 PM

Remote Link

New: This issue links to "Page (Confluence)" [ 852103 ]

Cathy S made changes - 14/Dec/2023 2:19 PM

Remote Link

New: This issue links to "Page (Confluence)" [ 848063 ]

Cathy S made changes - 07/Dec/2023 2:51 PM

Remote Link

New: This issue links to "Page (Confluence)" [ 845901 ]

Cathy S made changes - 30/Nov/2023 2:21 AM

Remote Link

New: This issue links to "Page (Confluence)" [ 843003 ]

Cathy S made changes - 09/Nov/2023 5:23 PM

Remote Link

New: This issue links to "Page (Confluence)" [ 835801 ]

Satej Mirpagar made changes - 30/Aug/2023 2:41 PM

Resolution		New: Fixed [ 1 ]
Status	Original: Waiting for Release [ 12075 ]	New: Closed [ 6 ]

Benjamin Suess made changes - 30/Aug/2023 12:12 AM

Description

Original: h3. Fix Summary 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. h3. 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. h3. Steps to Reproduce  # Link a Jira and Confluence instance using Application Links.  # Create multiple Confluence spaces (keys: JSM1 - JSM13).  # Create multiple JSM projects (keys: JSM1 - JSM13).  # 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.  # Navigate to {{/servicedesk/customer/portals}}  # Perform a search with one of the Confluence space keys, such as {*}jsm1{*}. h3. Expected Results Articles matching the query string are displayed on the main Help Center page. !Screen Shot 2021-12-22 at 1.17.17 PM.png|width=335,height=401! h4. +Debug Logging (org.apache.http)+ {code:java} 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 {code} h3. Actual Results No articles are displayed on the main Help Center page. !Screen Shot 2021-12-22 at 1.40.04 PM.png|width=335,height=401! h4. +Debug Logging (org.apache.http)+ {code:java} 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 {code} h3. 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.

New: {panel:title=Atlassian Update – 30 August 2023|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff} 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 {panel} h3. 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. h3. Steps to Reproduce  # Link a Jira and Confluence instance using Application Links.  # Create multiple Confluence spaces (keys: JSM1 - JSM13).  # Create multiple JSM projects (keys: JSM1 - JSM13).  # 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.  # Navigate to {{/servicedesk/customer/portals}}  # Perform a search with one of the Confluence space keys, such as {*}jsm1{*}. h3. Expected Results Articles matching the query string are displayed on the main Help Center page. !Screen Shot 2021-12-22 at 1.17.17 PM.png|width=335,height=401! h4. +Debug Logging (org.apache.http)+ {code:java} 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 {code} h3. Actual Results No articles are displayed on the main Help Center page. !Screen Shot 2021-12-22 at 1.40.04 PM.png|width=335,height=401! h4. +Debug Logging (org.apache.http)+ {code:java} 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 {code} h3. 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.

Benjamin Suess made changes - 29/Aug/2023 11:13 PM

Description

Original: h3. 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. h3. Steps to Reproduce  # Link a Jira and Confluence instance using Application Links.  # Create multiple Confluence spaces (keys: JSM1 - JSM13).  # Create multiple JSM projects (keys: JSM1 - JSM13).  # 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.  # Navigate to {{/servicedesk/customer/portals}}  # Perform a search with one of the Confluence space keys, such as {*}jsm1{*}. h3. Expected Results Articles matching the query string are displayed on the main Help Center page. !Screen Shot 2021-12-22 at 1.17.17 PM.png|width=335,height=401! h4. +Debug Logging (org.apache.http)+ {code:java} 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 {code} h3. Actual Results No articles are displayed on the main Help Center page. !Screen Shot 2021-12-22 at 1.40.04 PM.png|width=335,height=401! h4. +Debug Logging (org.apache.http)+ {code:java} 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 {code} h3. 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.

New: h3. Fix Summary 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. h3. 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. h3. Steps to Reproduce  # Link a Jira and Confluence instance using Application Links.  # Create multiple Confluence spaces (keys: JSM1 - JSM13).  # Create multiple JSM projects (keys: JSM1 - JSM13).  # 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.  # Navigate to {{/servicedesk/customer/portals}}  # Perform a search with one of the Confluence space keys, such as {*}jsm1{*}. h3. Expected Results Articles matching the query string are displayed on the main Help Center page. !Screen Shot 2021-12-22 at 1.17.17 PM.png|width=335,height=401! h4. +Debug Logging (org.apache.http)+ {code:java} 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 {code} h3. Actual Results No articles are displayed on the main Help Center page. !Screen Shot 2021-12-22 at 1.40.04 PM.png|width=335,height=401! h4. +Debug Logging (org.apache.http)+ {code:java} 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 {code} h3. 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.

Benjamin Suess made changes - 28/Aug/2023 11:06 PM

Fix Version/s

New: 5.11.0 [ 105890 ]

Load more older history items