1140891 - Sumo Search duplicates links and fails to link to the specific post or section hit

Status: RESOLVED WONTFIX

(support.mozilla.org :: Search, defect, P3)

Description

[John Hesling [:John99] (NeedInfo me)]

I am fairly certain this is on fact a regression, but that is speculation as I am not able to find a bug causing this.
I should not need to manually search multiple e.g. 25 ! pages to find a hit from a search result link, and at one time I don't think I did need to.

The search results display with each hit having two main components as anchor text for the appropriate link. In the case of a support forum  thread that is thread title and the body of the first post.

This is unexpected and clearly wrong because:
Both these links are effectively the same, so the second link is redundant and wrong.
The second link should link to the post (or one of the posts) containing the target text, not always to the top of a thread that may be multiple pages and even over a hundred posts.  And not to a post that does not even contain the target text.

A similar problem occurs with display of KB articles, but as they are compact single page articles so this is less of a problem.

STR

Search for *protected mode* from the home page https://support.mozilla.org/ search field.   

Try an advanced search *telugu* within a particular forum

AR
First search maxes out at 1000 hits and on the second page is a link with *protected mode* highlighted. In that instance the target is in the first post of a 50 post thread. Good result (although it could have been better) 
(The search was an instant search but similar or the same as from https://support.mozilla.org/en-US/search?q=protected+mode&w=3&qs=plugin )

Second search much more exclusive  https://support.mozilla.org/en-US/search/advanced?q=telugu&author=&created=0&created_date=&updated=0&updated_date=&sortby=0&forum=1&a=1&w=4 That has only two results. Note however the results are within a thread of 700 posts,and the links are to the top of the thread.

ER
The first anchor is ok. The second anchor should be linked to the position within the thread. Instead of repeating https://support.mozilla.org/forums/contributors/711110 twice I needed the second link to be to the specific post in this instance https://support.mozilla.org/forums/contributors/708942?page=25#post-60841 

Discussion thread 
> [Site Issue] Bug with Sumo Search incorrect result link. 
> https://support.mozilla.org/en-US/forums/contributors/711110

Comment 1

[John Hesling [:John99] (NeedInfo me)]

I do not have rights to file confirmed bugs. Possibly a Sumo Admin will confirm this bug, or file a more detailed correctly specified replacement. 
Madalina and Joni will be aware of this issue. I will also cc Mark & needsinfo Joni

Additional related discussion threads
Improving the KB user experience https://support.mozilla.org/en-US/forums/knowledge-base-articles/711227#post-65125
And bug tracking trello https://trello.com/c/e0ZTTXVf/11-as-a-user-or-contributor-i-want-the-a-forum-result-link-to-take-me-directly-to-that-individual-post-not-to-the-beginning-of-the-

Comment 2

[Joni Chan]

Hi John,

Thanks for filing this. I'm actually seeing two different threads in the second search. Do you have another example that shows duplicate links? Or perhaps clarify this in the current example.

I can confirm that the search result links to the top of the forum. It needs to link directly to the comment.

I'll confirm and rename the bug once we've cleared up the duplicate result issue.

Comment 3

[John Hesling [:John99] (NeedInfo me)]

Hi Joni,
Sorry I tried to link to the discussions so I could reduce the length of the summary.

Each of the individual search results has a pair of links with different anchor text. 
One link uses the title as the anchor text the second link uses the snippet. 
Those links are identical they are duplicated.

First example search
https://support.mozilla.org/en-US/search?q=protected+mode&w=3&qs=plugin

First hit in that duplicates or repeats  https://support.mozilla.org/en-US/kb/adobe-flash-protected-mode-firefox twice.
It makes little difference in that instance it is a short KB article the snippet is easily seen.
In other searches the snippet may well be either a sub topic which would not then be visible had a recent change not been backed out. 
Or the snippet may have been in a different page and post of a support thread. 

For more info on that change that would often hide snippet text in any long KB article 
Thread Title 
> ANCHOR:  How to post a link to a subject heading in a kb article.
> Link: https://support.mozilla.org/en-US/forums/contributors/711282
Mike's post
> Quote: "Well, either way, I've decided this feature isn't ready, and am reverting it. The change to roll it back is in review right now. "
> Link: https://support.mozilla.org/en-US/forums/contributors/711282#post-65163 

Second example https://support.mozilla.org/en-US/search/advanced?q=telugu&author=&created=0&created_date=&updated=0&updated_date=&sortby=0&forum=1&a=1&w=4
The first hit repeats the link https://support.mozilla.org/forums/contributors/711110
That's fine for the first page of the thread and is a correct link to the thread title.
But try to find the quoted snippet. The target keyword is "telugu"
The posts are 20 to a page and the thread is 700 posts, so 35 pages long.
The snippet is on the 25th page so that is about 500 posts you need to read before coming upon the search term. That is not  very satisfactory situation. 
The snippet link should be given as  https://support.mozilla.org/forums/contributors/708942?page=25#post-60841
That goes direct to the snippet and the search term "telugu"is immediately seen.
No need to look through hundreds of posts in the preceding 24 pages that do not contain the search term.

We have have Two links on each hit.
I suspect at a previous time the title anchor link linked to the top of the article or thread, and the snippet anchor link linked to the post or sub section actually containing the snippet.   Why else make two links. The title should be plain text if it is not a link to the title page.

I would say both the title page and the snippet should be linked. The person may actually need and be looking for the particular search term. It is equally likely that the title or OP is actually what is needed. 

The search should provide two different links where applicable i.e. in any case where the snippet is not is not visible because it is on a different page or post.

Comment 4

[John Hesling [:John99] (NeedInfo me)]

NI Joni,
Does my additional explanation help. Are you now able to confirm or comment further.
Thanks.

Comment 5

[Joni Chan]

I see what you mean now. I've been looking at each hit as one link, not as two. Confirming.

Comment 6

[Paul]

Closed as per https://blog.mozilla.org/sumo/2019/06/07/sumo-platform-roadmap/