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  1. Jira Service Management Data Center
  2. JSDSERVER-15273

KB articles not showing in service project issues when the summary does not match the article

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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Medium Medium
    • None
    • 5.12.1
    • Knowledge Base
    • None

      Problem

      There are no related KB articles suggested if there is a UID in the issue summary in the issue view.

      Environment

      Tested on numerous 8.x Confluence versions
      (8.5.0, 8.5.1, 8.5.2, 8.5.3, 8.5.4, 8.5.5)

      Confluence v8.5.4

      Steps to Reproduce

      Steps to reproduce:
      1. Create a test article in a test confluence space, with a title 'PIPS - How to Create a Program Code'.
      2. Create a test issue in a test JSM project (v5.12.1), with a summary 'PIPS - Program Code for PN 044438'.
      3. Link the test confluence space in the project settings.
      4. Go back to the issue view and scroll down to check the 'Related knowledge base articles' section.

      Expected Results

      The test article is suggested in the issue view under 'Related knowledge base articles'.

      Actual Results

      No related articles were found in the issue view under 'Related knowledge base articles'.

      Workaround

      None known currently

      Notes

          Form Name

            [JSDSERVER-15273] KB articles not showing in service project issues when the summary does not match the article

            Julien Rey added a comment -

            Closing as duplicate of JSDSERVER-15204

            Julien Rey added a comment - Closing as duplicate of JSDSERVER-15204

            Trang Ngoc Nguyen added a comment -

            This problem does not only affect this particular case but affecting mostly all the knowledge-base suggestions, both in the summary field for the customers and in the issue's view for the agent, as hardly any article could cover all the words in a ticket's summary. For our cases, if in the past 90% of our support tickets have a KB suggestion, then now the number is down to 20%, which leads to a lot more job for the agents to find articles to share.

            I think this issue needs to have higher Symptom Severity ** than what it is set at now.

            Trang Ngoc Nguyen added a comment - This problem does not only affect this particular case but affecting mostly all the knowledge-base suggestions, both in the summary field for the customers and in the issue's view for the agent, as hardly any article could cover all the words in a ticket's summary. For our cases, if in the past 90% of our support tickets have a KB suggestion, then now the number is down to 20%, which leads to a lot more job for the agents to find articles to share. I think this issue needs to have higher Symptom Severity ** than what it is set at now.

            Anand Kujur added a comment -

            The related KB articles are not being suggested until the full issue summary is present in the KB article (title or content). The Confluence Search V2 API (since Jira v9.11.x) requires full summary match unlike the previous version which requires a partial summary match to suggest KB articles. This is a problem for issue summary's with UID's or words that are not in the article. 

            Anand Kujur added a comment - The related KB articles are not being suggested until the full issue summary is present in the KB article (title or content). The Confluence Search V2 API (since Jira v9.11.x) requires full summary match unlike the previous version which requires a partial summary match to suggest KB articles. This is a problem for issue summary's with UID's or words that are not in the article. 

              Unassigned Unassigned
              b0b097272c11 Kobus van Eeden (Inactive)
              Affected customers:
              5 This affects my team
              Watchers:
              10 Start watching this issue

                Created:
                Updated:
                Resolved: