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Bug
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Resolution: Low Engagement
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Medium
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None
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None
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2
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Severity 2 - Major
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0
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NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Steps to Reproduce
1. Link SD and Confluence instances
2. Create a service desk project.
3. Link a Confluence space to the SD project (e.g. use the Demonstration Space)
4. Create an issue in the service desk project having a summary that matches a Confluence page name (as the summary is used by the KB panel to run a Confluence page search to find KB articles). The KB panel should show a related article (at least) being the Confluence page mentioned previously.
5. Apply a label on the current issue that isn't on any Confluence page of the KB space, "unexisting-label" for example
Expected results
JIRA issue labels shouldn't affect the Confluence pages returned in the KB panel, so applying any labels shouldn't affect the related articles list there (indeed, labels configured in the "Auto-search on request forms" section of the KB settings page should only restrict Confluence page search using the configured labels in the customer portal on request type form pages KB suggestions (and filtering out pages not having the configured labels) and nowhere else)
Actual results
The JIRA issue labels are used in the KB search and make the panel related articles list being empty, same for the the KB panel search feature.
Workaround
Temporarily removing issue labels filtering out expected Confluence pages result should fix KB panel search.
- relates to
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- Closed
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FSD-1235 Failed to load
- derived from
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JST-210713
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- links to
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[JSDSERVER-4117] Issue labels are wrongly applied to restrict KB search from the KB panel in the issue view
This ticket fixes the fact that issue labels are used as a Confluence pages search filter, e.g. it makes them being ignored and not used when performing this search. Please correct me if I am wrong, but you want the opposite? E.g. "Confluence KB articles search should make use of the issue labels as a search filter applied on matching Confluence pages", is that right? If so, did you create a suggestion ticket for this need?
In the mean time, the bugfix for this ticket has now been deployed to production in Cloud, so I'll resolve this current one.
I had done it but closed my issue and said that this already treat it. 
Natalia, the issue summary is used to perform a KB article search, matching the Confluence pages title and content, e.g. the issue summary doesn't have to be the same as a Confluence page title to get search results back. But yes the issue summary plays an important part in the search result.
This current bug ticket is about fixing the fact that issue labels are currently being used and applied on Confluence page search results to filter out the pages not having the labels currently applied on the issue. We for now believe that they shouldn't be used as a search filter on the Confluence pages.
Would you please create Suggestion ticket in this JSD project explaining your use case so we can understand how you'd like to use the current issue labels in a Confluence pages search context, so we can understand the use case and track the customers need around it?
Can you prioritize it? My problem is that it is only doing link with the Confluence when we put the same Summary, and not only the labels, and need this functionality to use the system. Can you help me?
Hi,
At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products.
This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact.
We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs.
To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues, current work, and future plans.
Kind regards,
Jira Service Management Data Center