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  1. Jira Service Management Data Center
  2. JSDSERVER-4263

Configure the number of search results returned to customers by Service Desk Knowledgebase search

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Atlassian status update as of 28th Aug 2019

      Hello All,

      Thank you for your votes and comments on this suggestion. They have been helpful in making the decision to prioritize this issue.
      We are excited to announce that the capability to have a configurable number of Knowledgebase search results was shipped in 4.2.0.

      Cheers,

      • Jira Service Desk Team

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      When you have Service Desk integrated with a Confluence Knowledge base you can see search results for related articles from within JIRA. However these search results appear to be limited to only 3 results in this view. Conversely looking at the confluence space directly results many more search results.

      Suggested Solution

      It would be nice if within the project configuration within Service Desk that you could customize the number of expected search results. At the moment this does not appear possible.

      Workaround

      Current method of using the Label restrictions might be helpful in some cases, but it does not allow for more results to be displayed.

          Form Name

            [JSDSERVER-4263] Configure the number of search results returned to customers by Service Desk Knowledgebase search

            Noorjjy Hussain added a comment -

            Hi 

            Is there a solution to having more than 3 articles shown in confluence site when user's type in a question?

            Also for the articles that are presented, the correct ones to be shown not recent updates made to articles.

            Thank You 

            Noorjjy Hussain added a comment - Hi  Is there a solution to having more than 3 articles shown in confluence site when user's type in a question? Also for the articles that are presented, the correct ones to be shown not recent updates made to articles. Thank You 

            Firas Amer added a comment -

            It is great that it is prioritized for the server version, what about the Cloud version???

            Firas Amer added a comment - It is great that it is prioritized for the server version, what about the Cloud version???

            Luciano Sanches Canonico added a comment -

            We really need this feature.

            Luciano Sanches Canonico added a comment - We really need this feature.

            RobertW added a comment -

            Hi Anusha,

            Once you've upgraded and you go to the "View & customise your Help Centre" option on the Jira Service desk Configuration page, you should get a prompt asking if you want to upgrade to the latest portal. Update the portal and you should see options to browse more results when searching articles. No other configuration was required.

            RobertW added a comment - Hi Anusha, Once you've upgraded and you go to the "View & customise your Help Centre" option on the Jira Service desk Configuration page, you should get a prompt asking if you want to upgrade to the latest portal. Update the portal and you should see options to browse more results when searching articles. No other configuration was required.

            Anusha Begum Shaik added a comment -

            Hi All,

            I'm trying to configure the pagination in the latest version but I'm not sure how I can do that. I still see just 3 results from my search

            Anusha Begum Shaik added a comment - Hi All, I'm trying to configure the pagination in the latest version but I'm not sure how I can do that. I still see just 3 results from my search

            Mandeep Singh added a comment - - edited

            This has been fixed - Please refer the release notes here for details: https://confluence.atlassian.com/servicedesk/jira-service-desk-4-2-x-release-notes-967877779.html

            Mandeep Singh added a comment - - edited This has been fixed - Please refer the release notes here for details: https://confluence.atlassian.com/servicedesk/jira-service-desk-4-2-x-release-notes-967877779.html

            RobertW added a comment -

            Hi everyone,

            I recently updated to Jira Service Desk v4.1 from v3.4 and the new customer portal has more KB articles to choose from. It still shows 3 results but if there are more you can browse through them by clicking on page 2, 3, 4... and Next.

            There are also more search tips through a "Search Help" button.

            It's a shame Atlassian didn't tell us about the improvements via this ticket.

             

            RobertW added a comment - Hi everyone, I recently updated to Jira Service Desk v4.1 from v3.4 and the new customer portal has more KB articles to choose from. It still shows 3 results but if there are more you can browse through them by clicking on page 2, 3, 4... and Next. There are also more search tips through a "Search Help" button. It's a shame Atlassian didn't tell us about the improvements via this ticket.  

            Darianne K added a comment -

            How long does it take to increase the number of search results in Jira Service Desk, considering that your own Atlassian Knowledge Base can provide more search results. Will this really take 3 years and counting?

            Darianne K added a comment - How long does it take to increase the number of search results in Jira Service Desk, considering that your own Atlassian Knowledge Base can provide more search results. Will this really take 3 years and counting?

            Sonya Goldstein added a comment -

            Nowadays, users expect results in the same fashion as searching on the web or with many more results "suggested" in the same way that Amazon presents.  It is very difficult, especially since Atlassian doesn't offer good tagging solutions to drive search results, to return good results with only three choices.  Users get discouraged, continue to submit issues and paying attention to suggested results during future issue submissions.

            Sonya Goldstein added a comment - Nowadays, users expect results in the same fashion as searching on the web or with many more results "suggested" in the same way that Amazon presents.  It is very difficult, especially since Atlassian doesn't offer good tagging solutions to drive search results, to return good results with only three choices.  Users get discouraged, continue to submit issues and paying attention to suggested results during future issue submissions.

            Robert Horn added a comment -

            This is definitely needed to increase kb article usage. User don't tend to be willing to try multiple ways / search terms to find the information they are looking for. If the initial result don't seem to help they will quickly turn to open an issue. 

            Showing only 3 results defies the idea of deflecting issue creation as it requires the user to provide the right search terms ...

            Robert Horn added a comment - This is definitely needed to increase kb article usage. User don't tend to be willing to try multiple ways / search terms to find the information they are looking for. If the initial result don't seem to help they will quickly turn to open an issue.  Showing only 3 results defies the idea of deflecting issue creation as it requires the user to provide the right search terms ...

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              aheinzer Andy Heinzer
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