Summary

A knowledge base is where you provide help content for your customers so that they can find solutions on their own. You can add the knowledge base capabilities to your service project by integrating Confluence with Jira Service Management. A guide is at Providing self-help resources for your customers with a knowledge base.

However, user might face issues in integrating Jira Service Management with confluence. 

Problem

Linking Jira Service Management and Confluence

• The issue here is user has successful application link between Jira Service Management and Confluence, but whenever they search for a knowledge base in Service Management it shows the Knowledge Base title but the contents is empty.

Diagnosis

Symptom 1

Environment

• According to the tests this issue appears in Chrome and Firefox, but it works fine in Internet Explorer(Checked with IE9). IE9 doesn't care about non-secure resources being retrieved from Jira which is requested over SSL.

Diagnostic Steps

• After successful integration link when user searches for Knowledge Base the titles will be fetched but the content is empty.
  
• The below error will appear at Developer too(Inspect Element) Console.
  

Symptom 2

Environment

• There is Apache2 Proxy configured between Jira and Confluence.

Diagnostic Steps

• Check for the following Attribute whether it is set in the Apache2 proxy configuration:

  Header always set Strict-Transport-Security "max-age=63072000; includeSubDomains"
  Header always set X-Frame-Options SAMEORIGIN
  Header always set X-Content-Type-Options nosniff

Cause

Symptom 1

According to investigations and mentioned errors, the root cause is the Jira is running on SSL while the Confluence running without SSL which is partially clear from the error we have received from the console.

Symptom 2

It appears that the X-Frame-Options is not allowing the content to load to the Knowledge Base Pop-up/iFrame.

Workaround

Symptom 1

• Set up the Confluence on SSL too.
• Delete the application Link

• Create Application Link as Explained here at Integrating Jira Service Management With Confluence.

Symptom 2

Set the X-Frame-Options to:

Header always set X-Frame-Options "ALLOW-FROM <Jira Base URl>"