Knowledge base articles cannot be displayed from the Customer Portal due to incorrect application link configuration
プラットフォームについて: Server および Data Center のみ。この記事は、Server および Data Center プラットフォームのアトラシアン製品にのみ適用されます。
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.
*Fisheye および Crucible は除く
要約
Knowledge base articles cannot be displayed/viewed in the Service Desk customer portal iframe:
- When using Chrome, a gray page is shown
- When using Firefox, a blank page with a wheel spinning indefinitely is shown
環境
Jira Service Management Server/Data Center 3.0.0 and higher versions, integrated with Confluence Server/Data Center (any version).
診断
When checking how the application link to Confluence is configured on the Jira application side (via the page ⚙ > Applications > Application Links), we can see that an incorrect URL is used in the Display URL field. Basically, a URL which is not Confluence's Base URL is set in that field:
原因
The Customer Portal uses the URL set in the Display URL's field to load the Knowledge Base article from Confluence and then populate the iFrame within the portal. If an incorrect URL is set in the Display URL field, the Customer Portal will try to fetch the Confluence page content from an incorrect URL, and will either return an empty page or an HTTP Error code in the iFrame, depending on the nature of the URL.
ソリューション
Ensure that both the Application URL and the Display URL fields are set to the right URL (which should be the Confluence Base URL):