Unable to search knowledge base articles containing a colon character in the Service Management Customer Portal
プラットフォームについて: Server および Data Center のみ。この記事は、Server および Data Center プラットフォームのアトラシアン製品にのみ適用されます。
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Fisheye および Crucible は除く
要約
After connecting Service Management to Confluence and setting up a knowledge base in a project in Project Settings > Knowledge base, users are able to search for Confluence articles directly in the Customer Portal. Searching for articles works as expected, except when using the colon character in the search.
例:
- There is a Confluence page with "AB:CD" in the title:
- Searching for AB:CD from the Customer Portal leads to no result:
環境
Any Jira Service Management Server/Data Center version with any Confluence Server/Data Center version.
診断
- Search for AB:CD directly in Confluence also leads to no result:
- However, when searching for "AB:CD" (with the double-quotes) directly in Confluence, the article is found:
原因
The search issue is due to the way the Confluence search is designed. The colon character is part of the Confluence search syntax which allows users to search for specific fields. Therefore this character will be treated as a special character and the search won't look for the full string anymore. The following page provides more information about the Confluence search syntax:
ソリューション
To prevent Confluence from treating the colon character as a special character, add double quotes to the search executed from the Customer Portal, as shown in the screenshot below: