Troubleshooting common issues related to knowledge base integration between Jira Service Management and Confluence

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

   

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Summary

Jira Service Management Server/Data Center can be configured to serve customers with a knowledge base (KB) accessible from the Customer portal with:

  • either Confluence Server/Data Center (for Service Management versions 3.x and above)
  • or Confluence Cloud (for Service Management version 4.12.0 and above)

After connecting Service Management to Confluence and setting up a knowledge base in a project in Project Settings > Knowledge base and when everything goes well, customers will be able:

  • to search for Confluence articles from the Customer Portal in various locations:

    The Help Center home pageThe individual portals The request creation form





  • and view the KB article from an iFrame:


This page lists all the most common issues related to this integration and the relevant knowledge base articles that will help you troubleshoot them.

Before you take a look at the KB articles listed on this page, please make sure that you followed carefully the instructions in our official documentation:

Issues related to the configuration of the KB integration between Jira Service Management and Confluence

To integrate Jira Service Management with Confluence, it is necessary to:

  • Configure integration with Confluence:
    • By setting an application link in Jira > ⚙ > Applications > Application Links, in case of Confluence Server/Data Center
    • By setting a Confluence Cloud integration in Jira > ⚙ > Applications > Confluence Cloud integration, in case of Confluence Cloud
  • Configure a KB space in Service Management projects via the page Project Settings > Knowledge base

If you face any issues during this configuration, then one of the KB articles below might be relevant:

Type of issueRelevant KB articles / Bug reports
Issue configuring an application linkApplication Links Troubleshooting Guide
Issue configuring a knowledge space in a Service Management project

Error when trying to configure a knowledge base in a Service Management project

Fixing the warning "Search results may not be exhaustive" in the knowledge base configuration page

Maximum search query limit reached when you link multiple knowledge base spaces


Issues related to the KB search on the Customer Portal

If you face any kind of search issue from the Jira Service Management customer portal, then one of the KB articles below might be relevant:

Type of issueRelevant KB articles / Bug reports

The KB search fails for any Jira user, and in all locations:

  • Help Center
  • Project specific portals
  • Request creation form 

The knowledge base search does not return any result from the Customer Portal for any user

The KB search fails for specific Jira users only, and in all locations:

  • Help Center
  • Project specific portals
  • Request creation form 
The knowledge base search does not return any result from the Customer Portal for specific users only
The KB search fails from the Help Center but works from Project specific portalsThe knowledge base search does not work on the Service Management Help Center while it works on project specific portals
The KB search bar is missingThe Knowledge base search bar is missing from the Service Management Customer Portal
The KB search fails for non-Latin wordsUnable to search knowledge articles for non-latin words in the Customer Portal
The KB search fails when using the colon characterUnable to search knowledge base articles containing a colon character in the Service Management Customer Portal
The project settings page displays a warning indicating that the maximum search query limit has been reachedMaximum search query limit reached when you link multiple knowledge base spaces 
The KB search returns duplicate results

JSDSERVER-14149 - Getting issue details... STATUS

The KB search does not return any result on the Request creation form

JSDSERVER-15146 - Getting issue details... STATUS

which is a duplicate of CONFSERVER-93964 - Getting issue details... STATUS

Issues related to viewing/opening a KB article from the Customer Portal

If you face any issues while trying to open a KB article from the Customer Portal (the page is empty, an error is thrown, the user has to log into Confluence, etc...), then one of the KB articles below might be relevant:

Type of issueRelevant KB articles / Bug reports
The KB article is empty without any error in the UI (but an error is shown in the Browser Console)
The error "The knowledge base article could not be found" is shown in the UIKnowledge Base articles fail to open in Jira Service Management with the error "The knowledge base article could not be found"
The error "The Service Desk you are trying to view does not exist" is shown in the UIKnowledge Base articles fail to open from the request form in Jira Service Management with the error "The Service Desk you are trying to view does not exist"
The user is required to log into Confluence from the iFrame to view the KB articleUsers are required to log into Confluence to be able to view knowledge base articles from the Customer Portal
On the customer portal view, the images attached to the knowledge base articles are not loaded/rendered
On the agent view, the KB article is displayed with very large top and bottom spacing

JSDSERVER-11298 - Getting issue details... STATUS

On the customer portal view, the iframe wraps text incorrectly making it unreadable

JSDSERVER-11284 - Getting issue details... STATUS

On the customer portal view, the table content of a KB article gets wrapped incorrectly

JSDSERVER-12328 - Getting issue details... STATUS

Issues related to the "Related knowledge articles" panel in the agent view of a request

Type of issueRelevant KB articles / Bug reports
Error "You don't have access to view or create knowledge base article"The error "You don't have access to view or create knowledge base article" is thrown in the "related knowledge page articles" panel
The Error "We're having trouble communicating with the application. Wait a minute" is thrown when trying to create a KB articleThe error "We're having trouble communicating with the application" is thrown when trying to create a knowledge base article from a Jira Service Management ticket
Issue sharing KB articles from the agent viewIn Jira Service Management, Knowledge Base Articles have a red padlock for certain users and cannot be shared
The "Related knowledge base articles" panel throws an error in the agent view of a requestError "Failed to send request to the knowledge base server."
The "Related knowledge base articles" panel shows an exclamation mark without any errorThe Related Knowledge base articles panel shows a red exclamation mark without any error
The "Related knowledge base articles" panel throws the error "We're having trouble communicating with the application" in the agent view of a requestThe error "We're having trouble communicating with the application" is thrown in the "related knowledge page articles" panel
The "Related knowledge base articles" panel is showing a spinning wheel

JSDSERVER-14730 - Getting issue details... STATUS

"How to" knowledge articles

Type of issueRelevant KB articles / Bug reports
Getting the list of knowledge spaces linked to each JSM project from the Jira databaseGetting the list of KB articles linked to each JSM project from the Jira database
Locating Jira Service Management's Knowledge Base search statistics through the databaseLocating Jira Service Management's Knowledge Base search statistics through the database
How to view global KB usage in Jira Service ManagementHow to view global KB usage in Jira Service Management

Known bugs related to the knowledge base integration

For the list of known bugs related to the knowledge base integration, you can check this filter from our public issue tracker.

Providing data to Atlassian Support

If none of the articles on bugs listed above helped resolve the issue you are facing, please reach out to Atlassian Support via this link. To help the Atlassian support team investigate the issue faster, you can follow the steps below and attach all the collected data to the support ticket raised with Atlassian:

Data to provide to support
  1. In Jira
    1. Run the test below to generate a support zip, HAR file, Browser Console logs, and screenshot:
      1. Go to ⚙ > System > Logging and profiling
      2. Click on the button Configure logging level for another package, enter org.apache.http for the package name, select DEBUG as the Logging Level and click on Add
      3. Replicate the issue while collecting the data below:
        1. A HAR file 
        2. The Browser Console output saved in a text file
        3. A screenshot showing the issue
      4. Generate a support zip
    2. Get a screenshot showing how Confluence is configured in Jira
      1. If Jira is integrated with Confluence Server/Data Center
        1. Navigate to ⚙ > Applications > Application Links
        2. Click on the pencil icon next to the Confluence Server instance
        3. Take a full page screenshot
      2. If Jira is integrated with Confluence Cloud
        1. Navigate to ⚙ > Applications > Confluence Cloud Integration
        2. Take a full page screenshot
  2. In Confluence (if using Confluence Server/Data Center)
    1. Navigate to ⚙ > General Configuration > Application Links
      1. Click on the pencil icon next to the Jira server instance
      2. Take a full screenshot
    2. Generate a support zip 
  3. Attach to the support ticket:
    1. All the screenshots
    2. The HAR and Browser Console file
    3. The support zip from Jira and Confluence





Last modified on Mar 1, 2024

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