Jira Service Desk --> Confluence link

[Ariel Adamczyk]

Hello,

I have a problem with the Jira Service Desk --> Confluence link. I have managed to connect both products (through OAuth, showing correct status) and I have linked a Confluence space to a project but when I am in project settings -> knowledge base I can see a list of spaces linked to the project but below the list I can see an error instead of a permission section.

I should be able to see something like that:

but instead I see the following error:

errorMessage:"Something went wrong with the knowledge base plugin. We're not sure what, but we suspect plugin pixies."
reasonCode:"500"
reasonKey:"sd.kb.link.error.kb.plugin.generic"

I on the recent version of JSD.

PS: I am able to search Confluence pages while logged in as an agent using the button on the left hand menu but I want to allow customers to see the results while using the customer portal.

Thanks for any replies!

[Shannon S]

Hello Ariel,

It appears that you are receiving quite a generic error, so it will help more if we can see what's going on in the background.

Can you trigger the error again, and then go into your Jira Server Application logs and let me know what error messages are occurring at the same time that you have that error in your UI?

Thank you!

Regards,

Shannon

[Ariel Adamczyk]

Hello Shannon,

Thank you so much for your reply and I apologise for late reply.

Unfortunately, atlassian-jira.log does not contain any errors related to the Confluence / plugin / configuration / application link, but I have observed some output in the main console:

http-nio-8080-exec-2 ... /rest/servicedesk/1/knowledgebase/permissions/XXX [c.a.s.i.api.applink.BaseAppLinkResponseHandler] Confluence KB plugin present but the endpoint is not. Check that the Confluence Knowledge Base plugin is at least version 2.0.5.

* (project name and ip address have been changed / removed).

However, I do not see the 'Confluence Knowledge Base' plugin when I check 'Manage add-ons' in the System panel.

Here is some more info about our instances:

• Jira version: v7.7.0
• Jira Service Desk version: v3.10
• Confluence version: v5.8.14
• Application link to Confluence is working (green status) and uses OAuth.

Note:

It looks like my issue is similar to the following one:

JSDSERVER-3695

Thank you.

[Shannon S]

Hi Ariel,

Thank you for that. It does appear to be the exact issue.

The workaround is to upgrade to Confluence 5.9 or higher, but since Confluence 5.9 has reached End of Life, I would recommend at least Confluence 5.10, which doesn't reach End of Life until June:

• Atlassian Support - End of Life

You can follow this article to perform your upgrade:

• Upgrading Confluence

Just let me know if you have any trouble with upgrading or if you have any questions.

Regards,

Shannon

[Ariel Adamczyk]

Hello Shannon,

Thank you so much for your reply.

I have discussed the option of upgrading our Confluence instance and I will let you know if we encounter any problems.

I was wondering if there is an another solution to this problem apart from a 'workaround' as our version of the Jira Service Desk is different (v3.10) than the version reported on the ticket (v3.1.1) and there is a small chance that the workaround might not work for the newer version of the product. However, I think that it is the only possible solution we have at the moment.

Thank you for your time Shannon.

Kind regards,

Ariel

[Shannon S]

Ariel,

There is no other workaround, because the issue at hand was that those features weren't available in Jira Service Desk back when that version of Confluence was standard.

Thank you for your understanding, and let me know if you have any questions.

Regards,

Shannon