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Bug
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Resolution: Tracked Elsewhere
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Low
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None
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3.0.0, 3.4.1
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None
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Severity 3 - Minor
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Summary
Label Restrictions are ignored and incorrect name is shown for linked project when Searching from the main Help Center (<base_URL>/servicedesk/customer/portals), If the KB space is linked to two Projects and each Project has KB restricted by labels then the Helpdesk name next to the kb Title in the search results will display only one of the two Portal names next to it that the customer is a member of the customer list, where is should show the Portal the article is restricted to via the label
Steps to Reproduce
- Create 2 Service desk Projects:
- Project A
- Project B
- Confirm customer is on the customer list of both projects
- Create Confluence Space:
- TEST
- Link each of the two projects to the TESRT KB space:
- Create two Pages in the TEST space with labels:
- Project A page
- Lebel: project_a
- Project B page
- Lebel: project_b
- Project A page
- Add the label restriction to the Project configuration >> Knowledge base per project
- Search KB for the term project from the Main Help Center portal
Expected Results
The portal name next to the page title would display each portal respectively
- Project A page . Project A
- Project B page . Project B
Actual Results
Both Results show the same Project name:
- Project A page . Project B
- Project B page . Project B
Notes
If you remove the customer from the customer list on Project B the Project displayed for the search result will display Project A:
Workaround
Link each Service Desk Project to a single Space
- was cloned as
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- Closed
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This ticket tracks two problems at once (1. Labels restriction not being applied and 2. the confusing SD project name that's linked to an article result after search), I'll answer both below.
Labels restriction not being applied
It's an expected behaviour that those labels configured in your KB configuration in your Service Desk project are applied at the request type form level only, when suggestions are being given to the user typing the summary of the request ticket he/she is creating - as the config mentions it:
{quote}
Auto-search on request forms
Knowledge base articles can be automatically presented to customers as they fill in a request form. This automatic search can be restricted by label.
{quote}
You can track those suggestions ticket we have that relate to the behaviour you are describing:
SD project name that's linked to an article result after search
That's also expected behaviour. Indeed, in the case you have a one Confluence space linked to two different Service Desk projects, when fetching the KB results we have no way to tell - when taking into account that we we're not applying the labels restriction per project on the help centre or single portal pages - which project it really refers to and assumption at time of development was customers would have 1:1 mapping between Service Desk project and Confluence page ==> when deciding which project to show next to the KB article name, we simply pick the 1st one returned by the DB.
One suggestion could be to list all the projects this KB article is valid for according to the KB configurations that have linked to this same space the page is in. Would encourage you raise a suggestion ticket if that's what you'd be after.
I'll close this ticket now.