Why do work item knowledge base related articles list more than has been labeled?

[William Reinhardt]

I am implementing knowledge bases for a project where I want the work item knowledge base articles to show labeled articles that I've related to the work type.  In the project settings -> knowledge base, I've defined specific labels for confluence articles that I've assigned to different request forms.

When viewing the work item for a given requested form, the knowledge base articles do not match any of the labeling that was configured.  Are these labels only for the customer view from the portal when filling out forms and/or searching? Is there a way to actually narrow this related knowledge base article listing with labels or other means?

[Tomislav Tobijas · Accepted solution]

Hi @William Reinhardt ,

Yeah - labels and filtering only work for customer view on the portal/help center.
There's a feature request related to what you're looking for: JSDCLOUD-4234: Related knowledge base articles should use the label restrictions. 

As far as I know, there's no workaround for it. 👀

Cheers,
Tobi

[William Reinhardt]

That's unfortunate, but thanks for the info.