Recommended Knowledge Base Articles Emailed to Users

[Isaac Ruffner]

Hello all,

Still kind of new with creating JIRA automations. I've currently run into an issue with one  that is supposed to retrieve the top three recommended knowledge base articles for an issue and send an email to the respective reporter containing those articles. Instead, it will only send one article even though there are at least three that contain the same keywords as the issue summary. Here is an overview of the rule as I am testing it (manual trigger will be changed to automatic)

I believe the issue may reside in the formatting of the Web Request URL or in the formatting when sending the email. Here is the current web request url: https://richmondnational.atlassian.net/rest/servicedeskapi/knowledgebase/article?query={{issue.summary.urlencode()}}&limit=3

The rest of the web request is formatted accordingly: 

Here is the email formatting: 

Troubleshooting steps I've already taken:

- Ensured all knowledge base articles are accessible and not locked behind permissions

- Recreated the auth token

I should also mention that I created this automation based off this post here: https://community.atlassian.com/forums/Automation-questions/Suggested-knowledge-base-article-smart-value/qaq-p/1572379

[Bill Sheboy]

Hi @Isaac Ruffner -- Welcome to the Atlassian Community!

If you use your request URL with an example query in a browser tab (or standalone tool), do you get the expected 3 results?

If you write the webhook response to the audit log, do you observe the same results as the standalone call?

Finally, that result of that endpoint call should be a list of values.  If you write this to the audit log, does it show as a count of 0 to 3, confirming the JSON is interpreted as a list:

Returned article count: {{webhookResponse.body.values.size}}

Kind regards,
Bill