要約

After connecting Service Management to Confluence and setting up a knowledge based in a project in Project Settings > Knowledge base and when everything goes well, customers should be able to search for Confluence articles from the Customer Portal in various locations:

• either from the Help Center Home page
  
• or from the portal corresponding to the project(s) which are linked to a knowledge base space
  
• or from the request creation form, if the form belongs to a project which is linked to a knowledge base space
  

However, in some cases, the search might fail in all these 3 places and not return any result:

If the search is not working at all in any of these 3 places, and impacts all the Jira users, then this knowledge base article might be relevant as it provides possible root causes for this situation.

However, if the issue impacts specific Jira users only, then this other KB article might be more relevant: The knowledge base search does not return any result from the Customer Portal for specific users only

環境

Any Jira Service Management Server/Data Center version 3.x and 4.x with an application link to any Confluence Server/Data Center version.

原因

Root Cause 1 - The Confluence application is either down or un-reachable from Jira

For the knowledge base search to work from the Customer Portal, it is necessary that the Jira Service Management can access the Confluence application so that it can search for relevant articles there.

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 from the Customer Portal: no result will show in the search from any location (help center, portal, request creation form) and for any user.

Root Cause 2 - The application link is not configured with "impersonation" for both incoming and outgoing

For the knowledge base search to work from the Customer Portal, it is necessary that the application link configured between Jira and Confluence used "OAuth (impersonation)" for both incoming and outgoing requests, and on both Jira and Confluence side. If these conditions are not met, then the Knowledge Base search will not show any result, unless Confluence is configured with anonymous access on both the application and the space levels.

Root Cause 3 - The Confluence Knowledge Base Blueprints Plugin is disabled

The Confluence application comes with a bundle plugin called Confluence Knowledge Base Blueprints Plugin to handle any knowledge base search coming from the linked Jira Service Management application. If this plugin is disabled, the knowledge base search will not return any result from the Customer Portal: no result will show in the search from any location (help center, portal, request creation form) and for any user.

Root Cause 4 - The Confluence indexes are corrupted

When Service Management searches for KB articles, it forwards the search request to the Confluence application, and then returns the results from Confluence to the Customer Portal. If the Confluence indexes are broken/corrupted, then no result will be returned to the Customer Portal.

Root Cause 5 - Confluence is running on an old version (5.5.1 or lower) and is impacted by a bug

Confluence is running on version 5.5.1 or earlier and is impacted by the bug CONF-35495 - Getting issue details... STATUS .

診断

根本原因の診断 1

• Go to the application link page in Jira (in ⚙ > Applications > Application Links), click on the pencil button next to the application link to Confluence and check if you see any error:
  

• Alternatively, if you have a support zip from the Jira application, you can check in the Health Check log file if the Health Check is complaining about un-healthy application links:

  Name: Application links
  Is healthy: false
  Failure reason: One of your application links is reporting "Network error".
  Severity: WARNING

• If you find any issue related to the application link configuration, then it means that the Confluence application is not running or is not reachable from the Jira Server, and this Root Cause is relevant. In this case:
  • Check if the Confluence application is up and running
  • If the Confluence is already up and running, make sure that it is reachable from the server where the Jira application is running. You can verify this by running some curl/ping/nc(netcat) commands in a terminal from the Jira Server to the Confluence Server

根本原因の診断 2

Go to the Application Links configuration page in Jira and also in Confluence. If either incoming or outgoing request is configured without "Oauth (impersonation)" either on Jira or Confluence side, then this root cause is relevant:

根本原因の診断 3

• Verify that the Confluence application is up and running, and that the Jira application is able to reach the Confluence application over the network
• Go to the Confluence UI to the page ⚙ > Manage Apps, and search for the add-on Confluence Knowledge Base Blueprints Plugin
• If this add-on is disabled as shown in the screenshot below, then this root cause is relevant:
  

根本原因の診断 4

Try to search any page directly in the Confluence application. If the search does not return any result, then it is likely that the Confluence indexes are corrupted.

根本原因の診断 5

Check the Confluence version. If it is on 5.5.1 or lower, then this root cause is relevant.

ソリューション

根本原因の解決策 1

• If the Confluence application is down, start it
• 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

根本原因の解決策 2

Make sure that application link configured between Jira and Confluence used "OAuth (impersonation)" for both incoming and outgoing requests, and on both Jira and Confluence side

根本原因の解決策 3

Enable the add-on Confluence Knowledge Base Blueprints Plugin from Confluence ⚙ > Manage Apps

根本原因の解決策 4

Schedule a maintenance window for Confluence, and then run a full lock re-index.

根本原因の解決策 5

Upgrade Confluence to version 5.5.2 or later following the instructions on the Upgrading Confluence document.