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  1. Jira Service Management Data Center
  2. JSDSERVER-15146

JSM Knowledge base error - Restrict to articles with labels blocks all pages

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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Low Low
    • None
    • 5.11.0, 5.12.0, 5.14.0
    • Knowledge Base

      Issue Summary

      When using Jira Service Management Knowledge base on version 5.11 or later, an error related to "Restrict to articles with labels" blocks all pages from being displayed.

      Environment:

      • Jira Service Management 5.11 or later (also tested on JSM 5.14).
        The issue is not seen on JSM 5.4.latest
      • For the tests we used Confluence 8.5.5 and 8.8.0

      This is reproducible on Data Center: yes

      Steps to Reproduce

      1. App link JSM 5.11+ to a Confluence
      2. Create a JSM project and setup a Knowledge Base
      3. In "Auto-search on request forms" restrict any request form to use a specific label in the "Restrict to articles with labels"
      4. Go to the customer portal and in the request form set previously type a word that you know that should return a result.

      Expected Results

      Return all results as expected.

      Actual Results

      No result is displayed. The images below show the behavior:

      Without adding any label to the "Restrict to articles with labels",
      the KB search works
      When adding any label to the "Restrict to articles with labels",
      the KB search does not show any result

       

      Workaround

      You can use the dark feature "sd.use.confluence.v2.search.disabled" to use the previous class of knowledge base search, which does not present this error. For that, go to the dark feature page <jira-url>/secure/admin/SiteDarkFeatures!default.jspa and enable that flag. 

      Alternatively, if suitable, you can remove all label restrictions. 

        1. error.png
          230 kB
          Douglas Alves
        2. open_ok.png
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          Douglas Alves

            [JSDSERVER-15146] JSM Knowledge base error - Restrict to articles with labels blocks all pages

            Tripta Kaur made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 988595 ]
            Marc Dacanay made changes -
            Labels Original: ltsr pse-request New: pse-request
            Marc Dacanay made changes -
            Labels Original: pse-request New: ltsr pse-request

            Brent Nye added a comment -

            Workaround here seems more comprehensive/less invasive than the one suggested at https://jira.atlassian.com/browse/CONFSERVER-93964. Both seem to work equally well.

            Brent Nye added a comment - Workaround here seems more comprehensive/less invasive than the one suggested at https://jira.atlassian.com/browse/CONFSERVER-93964 . Both seem to work equally well.
            Benjamin Suess made changes -
            Link New: This issue duplicates CONFSERVER-93964 [ CONFSERVER-93964 ]
            Benjamin Suess made changes -
            Resolution New: Duplicate [ 3 ]
            Status Original: Short Term Backlog [ 12074 ] New: Closed [ 6 ]

            Benjamin Suess added a comment - - edited

            This is actually a Confluence issue and has been moved here: https://jira.atlassian.com/browse/CONFSERVER-93964 

            This also includes a workaround

            Benjamin Suess added a comment - - edited This is actually a Confluence issue and has been moved here: https://jira.atlassian.com/browse/CONFSERVER-93964   This also includes a workaround
            SET Analytics Bot made changes -
            Support reference count New: 1
            Bartosz Ornatowski made changes -
            Status Original: Needs Triage [ 10030 ] New: Short Term Backlog [ 12074 ]
            Thiago Masutti made changes -
            Introduced in Version New: 5.11

              Unassigned Unassigned
              b99328de92bd Douglas Alves (Inactive)
              Affected customers:
              1 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: