Troubleshooting common issues related to knowledge base integration between Jira Service Management and Confluence
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
On this page:
- 要約
- Issues related to the configuration of the KB integration between Jira Service Management and Confluence
- Issues related to the KB search on the Customer Portal
- Issues related to viewing/opening a KB article from the Customer Portal
- Issues related to the "Related knowledge articles" panel in the agent view of a request
- "How to" knowledge articles
- Known bugs related to the knowledge base integration
- アトラシアン サポートにデータを提供する
要約
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 page The 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:
- Documentation about integrating Jira Service Management (JSM) with Confluence Server / Data Center
- Documentation about integrating Jira Service Management (JSM) with Confluence Cloud
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 issue | Relevant KB articles / Bug reports |
|---|---|
| Issue configuring an application link | アプリケーション リンクのトラブルシューティング ガイド |
| Error while 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 |
| Some Confluence spaces can't be found in the knowledge base configuration page | JSDSERVER-15317 - Getting issue details... STATUS |
| A knowledge base space cannot be unlinked from a JSM project | JSDSERVER-15130 - Getting issue details... STATUS |
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 issue | Relevant KB articles / Bug reports |
|---|---|
The KB search fails for any Jira user, and in all locations:
| 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:
| 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 portals | The knowledge base search does not work on the Service Management Help Center while it works on project specific portals |
| The KB search bar is missing | The Knowledge base search bar is missing from the Service Management Customer Portal |
| The KB search fails for non-Latin words | Unable to search knowledge articles for non-latin words in the Customer Portal |
| The KB search fails when using the colon character | Unable 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 reached | Maximum 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:
Issues related to the "Related knowledge articles" panel in the agent view of a request
| Type of issue | Relevant 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 article | The 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 view | In 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 request | Error "Failed to send request to the knowledge base server." |
| The "Related knowledge base articles" panel shows an exclamation mark without any error | The 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 request | The 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 |
| The "Related knowledge base articles" panel is not showing any result after upgrading JSM to 5.11.0 or higher | JSDSERVER-15204 - Getting issue details... STATUS |
"How to" knowledge articles
| Type of issue | Relevant KB articles / Bug reports |
|---|---|
| Getting the list of knowledge spaces linked to each JSM project from the Jira database | Getting 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 database | Locating Jira Service Management's Knowledge Base search statistics through the database |
| How to view global KB usage in Jira Service Management | How 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.
アトラシアン サポートにデータを提供する
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: