Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-3812

The "Restrict to articles with labels" option doesn't restrict the customer portal from suggesting KB's other than those with the nominated Label

XMLWordPrintable

      Summary

      Currently we have the "Restrict to articles with labels", where you can specify the label for a request. When a customer is filling the summary for a request, SD will search the knowledge base for similar content from confluence pages with that label.

      However, the customer portal search does not apply these labels when searching and displays knowledge base articles that would not appear as suggestions under any of the request types in that portal/project.

      Environment

      Reproduced with JIRA 7.0.10 and Service Desk 3.0.10

      Steps to Reproduce

      1. Create a page in confluence Eg: name Page One
      2. Label it as "mylabel"
      3. Create a second page in confluence Eg: name Page Two
      4. Go to the Service Desk "Confluence KB" page of a project
      5. For all request types add the label "mylabel" under Restrict to articles with labels
      6. Login as customer from the portal
      7. In the individual portal for this project search for Page.
      8. Under the search bar the KB suggestions should show up

      Expected Results

      Should only show PageOne as the request types in this project are restricted to mylabel

      Actual Results

      Suggests all KB's

      Notes

      This is reproducible in JIRA 6.4.13 and Service Desk 2.5.9

      Workaround

      Use a specific Confluence space for the knowledge base that only contains pages you wish to share with Service Desk users. Or use another group, except jira-servicedesk-users, to restrict page access in Confluence.

            [JSDSERVER-3812] The "Restrict to articles with labels" option doesn't restrict the customer portal from suggesting KB's other than those with the nominated Label

            Marc Isikoff added a comment -

            Jira Service Management 9.4.6 and the label restrictions are not working. We have request form limited to two labels and in the confluence space we have exactly one page per label but we are seeing pages with no label being shown on that request type.

            Marc Isikoff added a comment - Jira Service Management 9.4.6 and the label restrictions are not working. We have request form limited to two labels and in the confluence space we have exactly one page per label but we are seeing pages with no label being shown on that request type.

            Eric Storch (Inactive) added a comment -

            https://getsupport.atlassian.com/browse/SDS-34100

            Eric Storch (Inactive) added a comment - https://getsupport.atlassian.com/browse/SDS-34100

            Danny Lewkin added a comment -

             Hi,

            I would like to suggest, that a global setting "only display articles based on search within labels" would be added. So that searching in the text itself is disabled.

            Thanks,

            Danny

            Danny Lewkin added a comment -  Hi, I would like to suggest, that a global setting "only display articles based on search within labels" would be added. So that searching in the text itself is disabled. Thanks, Danny

            Jordan McKee added a comment -

            The work around provided by James Thompson is also bugged and not functional.

            https://jira.atlassian.com/browse/JSDCLOUD-5856

            Jordan McKee added a comment - The work around provided by James Thompson is also bugged and not functional. https://jira.atlassian.com/browse/JSDCLOUD-5856

            James Thompson added a comment -

            I have found a workaround which will allow you to stop content from being shown as a suggested article. The solution is as follows:

            • Go into your connected confluence space
            • Apply restrictions to the pages which you don't wish to be shown in service desk. Note pages inherit permissions from their parents by default meaning you don't need to put restrictions on all pages etc.

            Yes this workaround means service desk will still show all the pages which the user has permission to see but you are able to reduce the pool of articles which service desk can search. The benefit of this workaround is that you can now keep private internal documentation in the space connected to service desk and not worry about it being seen in service desk provided you have set the correct permissions,

             

            My recommendation is have a parent page called internal docs and set the restrictions on that page and then have all your private docs as children of that page.

             

            This issue also affects JIRA Service Desk cloud.

            James Thompson added a comment - I have found a workaround which will allow you to stop content from being shown as a suggested article. The solution is as follows: Go into your connected confluence space Apply restrictions to the pages which you don't wish to be shown in service desk. Note pages inherit permissions from their parents by default meaning you don't need to put restrictions on all pages etc. Yes this workaround means service desk will still show all the pages which the user has permission to see but you are able to reduce the pool of articles which service desk can search. The benefit of this workaround is that you can now keep private internal documentation in the space connected to service desk and not worry about it being seen in service desk provided you have set the correct permissions,   My recommendation is have a parent page called internal docs and set the restrictions on that page and then have all your private docs as children of that page.   This issue also affects JIRA Service Desk cloud.

            Doug Rhoades added a comment -

            Please update, this is exposing undesirable results to our end users

            thanks

            Doug Rhoades added a comment - Please update, this is exposing undesirable results to our end users thanks

              Unassigned Unassigned
              mriza Mohamed Riza (Inactive)
              Affected customers:
              19 This affects my team
              Watchers:
              26 Start watching this issue

                Created:
                Updated:
                Resolved: