Fix "We're having trouble creating the article" in Jira Service Management Cloud

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

  

Summary

Learn the cause and how to fix error "We're having trouble creating the article" when creating a knowledge base article in a service project.

Article creation page in JSM displaying the error message.

Why am I getting this error?

There are restrictions in Confluence permissions (not Jira) blocking article creation for your account.

For agents to create articles using the Knowledge Base feature in Jira Service Management, the Confluence space connected to the project must allow JSM agents to interact with that space and create pages in it. While agents do not require a Confluence license to create knowledge base articles, the Confluence space must be configured to allow JSM agents to make changes.

How to fix it?

You will need to to review and fix the space permissions in Confluence. Common causes are:

  • A restriction has been placed on the Overview page of the Confluence space:
    A Confluence Overview page highlighting where to find Restrictions in the more actions menu.
  • Changes in the Space Permissions:
    A Confluence Space Permissions page.


You can find on this related article more mapped issues related to Changes in Confluence that affects viewing articles in the Customer portal.


Last modified on Jan 8, 2025

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