Summary

When an agent opens any request from a Jira Service Management (JSM) project, the following error is thrown inside the Related knowledge base articles panel:

We're having trouble communicating with the application. Wait a minute, then try again.

Environment

Any Jira Service Management (JSM) Server/Data Center version with any Confluence Server/Data Center version.

Diagnosis

Check the Jira logs from the support zip and check if you can find the following warnings:

• Warning in the atlassian-jira.log files

  2023-02-13 00:51:48,243+0800 HealthCheck:thread-5 WARN ServiceRunner     [c.a.applinks.core.DefaultApplinkStatusService] Unrecognized error while attempting to retrieve status of Application Link '96d5f19f-cdef-32d6-806e-6541e2670795'

• Warning in the health check log file

  Name: Application links
  NodeId: null
  Is healthy: false
  Failure reason: The health check was unable to complete within the timeout of 20000ms.
  Severity: UNDEFINEDAdditional links: []

In the Jira application, go to the page ⚙ > Applications > Application Links, click on edit next to the Confluence application link and check the status the application link. If you see any error similar to the ones in the screenshot below (Network Error - java.net.SocketTimeoutException), then this KB article is relevant and you can move on to the solution section:

Cause

The Confluence application is either down, or unreachable from the Jira application.

The Jira application needs to be able to access the Confluence application via application link, so that it can search for relevant articles in the Related Knowledge Base articles panel.

If the Confluence application is not running or is not reachable from Jira (due to network/proxy/firewall issues), then the search will not work in the Related Knowledge Base articles panel (the KB search on the Customer Portal will also not work).

Solution

• If the Confluence application is down:
  • Start the Confluence application
• If the Confluence application is already up and running, but not accessible from the Jira Server:
  • Reach out to your Network/Firewall administrator to ensure that the Jira server can reach the Confluence server
  • You can also refer to the section Network response timed out from the KB article Network and connectivity troubleshooting guide for help on troubleshooting Network issues