Knowledge Base articles fail to open in Jira Service Management with the error "The knowledge base article could not be found"
Platform Notice: Data Center Only - This article only applies to Atlassian apps on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. 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
Summary
In a Confluence (Server/Data Center) and Jira Service Management (Server/Data Center) integration, knowledge base articles can't be open due to the error "The knowledge base article could not be found":
Note that this error can happen in different locations, depending on the root cause:
This error can happen after clicking on a knowledge base article after doing a search on the customer portal:
Or this error can happen after clicking on a knowledge base article from the request creation form:
Environment
Jira Service Management Server/Data Center 4.0.0 and higher versions, integrated with Confluence Server/Data Center.
Cause
Root Cause 1 - Jira Service Management bug
The Jira Service Management application is configured with 2 application links, pointing to 2 different Confluence applications, and we are hitting the bug JSDSERVER-6691 - Knowledge base articles can't be opened in some cases if Jira is connected to at least 2 Confluence instances.
Root Cause 2 - Confluence bug
The Jira Service Management application is integrated with Confluence 6.15.4, and we are hitting the bug CONFSERVER-58392 - When Service Desk is integrated with Confluence 6.15.4, knowledge base articles can't be open from the Customer Portal (error 404).
Diagnosis
Diagnosis for Root Cause 1
The error only occurs when clicking on a KB article from the request creation page
The error does not occur when clicking on a KB article from the customer portal search results
Jira is configured with at least 2 application links, pointing to different Confluence applications in the page ⚙ > Applications > Application links
The Service Management project is configured with a knowledge base space using the Confluence application which is not set to primary in ⚙ > Applications > Application links
Diagnosis for Root Cause 2
The error only occurs when clicking on a KB article from the customer portal search results
The error does not occur when clicking on a KB article from the request creation page
The Confluence application that holds the knowledge base space is using the exact version 6.15.4
Solution
Solution for Root Cause 1
Short term solution
Set the Confluence application which holds the knowledge base space as "Primary" in ⚙ > Applications > Application links.
⚠️ Note that this workaround is only valid if only 1 Confluence application link is used as a KB space. If different Service Management projects are linked to different Confluence applications, then this workaround does not apply. Instead, you need to apply the long term solution.
Long term solution
Upgrade Jira Service Management to the fixed version (4.12.0) or any higher version.
Solution for Root Cause 2
Upgrade Confluence to the fixed version (6.15.6) or any higher version.
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