KB(Knowledge Base) search function by Korean words in Service desk does not work.

[Nate _이슬기_ _Project Management_ _]

I am the admin of JIRA & Confluence my company in South Korea. nowadays, we decide to buy JSD(Jira Service Desk).

I found that there is a critical issue related to KB(Knowledge Base) Search function in JSD. when we search by Korean, it doesn't work. but English or number has no problem.

Definitely, when user search by Korean in Confluence has no problem to find the KB.

would you help me?

[Shannon S · Accepted solution]

Hi Nate,

This could be the cause of unsupported coding in one or both products.

Have a look here:

• JIRA Application internationalisation and encoding troubleshooting
• Confluence - Troubleshooting Character Encodings

Let us know if you have any questions.

Shannon

[Nate _이슬기_ _Project Management_ _]

Hi, Shannon.

First of all, Thank for your feedback.

Unfortunately, these all of troubleshooting is already apply to system.

I was wondering is it related to Application version?

Our system version is as below.

JIRA: 7.6.3

Conflunece: 6.7.1

Jira Service Desk: 3.9.3

[Shannon S]

Hi Nate,

Thank you for confirming that.

If you were to create a test page using another language that doesn't use the Latin alphabet (such as Japanese, Russian, etc.) are you also not able to search there? You can generate text using Google Translate to test with if you don't speak any of these languages.

In addition, if you're using a proxy, can you try bypassing it to see if you still have the issue?

Shannon

[Nate _이슬기_ _Project Management_ _]

hi, Shannon.

We fix it via proxy configuration. 

Thank you.

[Shannon S]

Great news! Thank you for letting me know. :) 

If you can let us know the exact change you were able to make it might help other users in the future.

Regards,

Shannon

[IT 서비스지원팀]

Hello,

We're having a same trouble.

Could you share how to solve this issue?

안녕하세요, 저희도 동일하게 한국어 검색이 문제가 되고 있는데

어떻게 해결하셨는지 공유해주실 수 있을까요? 

[Shannon S]

Hi there,

You'll want to check first your encoding as I recommended to Nate:

• JIRA Application internationalisation and encoding troubleshooting
• Confluence - Troubleshooting Character Encodings

Otherwise, his issue was resolved with an issue on his proxy. If you have a proxy, you will want to check that to make sure it isn't causing the issue.

Regards,

Shannon

[IT 서비스지원팀]

Hi Shannon,

Thanks for the reply.

It is slightly different from this issue, 
Search function works well in Chrome, Edge when I search keyword in Korea, but not in only IE.
Is there anything I need to set up?

Thanks.

[Shannon S]

Hello,

Can you let me know which versions of IE you can replicate this in? Does the same occur in Edge?

Which version of Confluence and JSD are you using?

Lastly, to confirm the issue, when you search in the Korean language, no results come up?

Shannon

[IT 서비스지원팀]

Hi Shannon,

Yes, No results come up when I search in Korean in only IE, but it works well in both Chrome and Edge.

Internet Explorer 11

version: 11.472.17134.0

updated version: 11.0.101

Confluence

version: 6.2.0

JSD

version: 7.11.0