search results limited to top 3

[Confluence Administrator]

I see that search results are limited to the top 3, and this is a known issue.

Will this ever be fixed?

I have just uploaded a large user manual to Confluence, linked to the service management portal, and now find that search terms simply dont retrieve the data expected from the manual/space/pages.

In its previous form, the user manual was tree based (like the way pages and child pages are constructed in confluence) and easily searchable by keyword, topic, or simply expanding the tree.

With a limit of only 3 topics, users will not be aware that a valid search result simply doesnt show.

Is this going to be fixed? If not, then this is a serious limitation of the product (along with no find/replace in the new editor).

Comments would be welcome.

[Confluence Administrator]

We ended up adding a single page to a category - called the category 'SEARCH'. On that page we added the 'Search' box field.

Now our users can finally retrieve data. 

Unfortunately we cant remove the main service desk search box. 

Its a work around but does work to a reasonable extent.

[Michael Simmons]

Thanks for that info!

[Michael Simmons]

Atlassian can say whatever the want, but this is a bug. It was fixed in server https://confluence.atlassian.com/servicemanagement/jira-service-desk-4-2-x-release-notes-967877779.html but it seems Cloud users are not considered worthy of the same fix, so we are told it's expected behavior.

We have had to abandoned our use of Service Management because of this ridiculous limitation, which is a shame.

Categories is not a workaround because trying to find something out of dozens, or hundreds, of entries is impossible. And, of course, Atlassian refuses to allow sub-categories.

Oh well...

[Angélica Luz]

Hello @Confluence Administrator,

Thank you for reaching out to the Atlassian Community!

When it comes to searching for articles in the customer portal, it will return three results and it’s not a bug/issue, but expected behavior. 

There are feature requests suggesting to increase the number of results:

• Configure the number of search results returned by Service Desk Knowledgebase search
• Customize search results with a knowledge base

Please, vote and also watch the tickets above to receive updates.

For now, an alternative would be to use categories where you can organize and add all the articles on different categories and customers would see the categories before seeing the request types to create tickets.

• Categorize knowledge base articles
• What are the benefits of knowledge base categories?

Kind regards,
Angélica

[Colin Hill]

Thanks, this is really helpful on Categories.

Can Categories be ordered? At first attempt there doesnt appear to be any way to do this. 

Can pages within Categories be ordered?

Hope to hear shortly.

[Angélica Luz]

Hi Colin,

Yes, you can drag and drop the categories to reorder them.

Regarding the pages, they are ordered by the updated date, and currently, it's not possible to reorder them. 

• Ability to reorder articles in Knowledge base