Article effectiveness report does not populate 'Problems solved by articles'

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After linking Jira Service Management to Confluence and setting up a Knowledge Base, when customers try to provide their feedback by clicking 'Yes' when answering the 'Did this solve your problem?' question at the bottom of a KB article, the Article effectiveness report does not register that, so the 'Problems solved by articles' count does not increase.


  • No errors can be noticed in the atlassian-servicedesk.log files
  • No errors are shown in the UI when trying to provide feedback.
  • Checking the network tab from any browser, 'Blocked by client' errors can be noticed


The affected users can be using an ad-blocker software, which prevents Jira from successfully receiving feedback from customers to populate the report.


Add an exception for Jira on the ad-blocker, or disable it.

Last modified on Nov 23, 2020

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