Jira Service Management - knowledge base label restrictions are not working

[Marc Isikoff]

We have 6 different request forms and 3 of them are turned to "yes" for restriction on search with labels (one or two depending) to limit the confluence articles in the space tied to the knowledge base.

Our support agents are seeing all kinds of confluence articles in the space being offered to make as a comment but that includes so many unlabeled pages and several with a label that is not listed for that request type.

We are therefore removing the knowledge base as it provide zero value and is broken.

[Brant Schroeder]

@Marc Isikoff I believe that the labels filter/restrict articles in the portal for the customers.  Agents have the ability to see al articles with recommendations.  Over time the application learns and recommendations become better in both the portal and agent view.