Customers get "The knowledge base article could not be found" when KB is linked as a Confluence Fold

[Lenka Benedíková]

Hi,

We're experiencing an issue with the Folder knowledge source feature in JSM Cloud.

When we link a Confluence Folder as the knowledge base source (instead of a full Space), customers are unable to open any KB articles — either from Customer Portal search or from public comments containing a KB article link. They see: "The knowledge base article could not be found."

The articles are published, unrestricted (Open), and located directly under the linked folder. Agents are not affected — they can search and insert articles normally. Switching back to a full Space knowledge source immediately fixes the issue for customers.

The Folder option is available directly in the JSM Cloud UI, so we assume it's a supported feature — but it doesn't seem to work on the customer side.

Confirmed still reproducible: July 2026.

Has anyone else run into this? Is there a known fix, workaround, or an active JSDCLOUD ticket tracking this?

Thanks

Lenka

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Description:

Summary
When a Confluence Folder is configured as the knowledge base source in JSM Cloud (instead of a full Space), customers are unable to open KB articles — either from the Customer Portal search results or from public comments containing a KB article link. The error shown is: "The knowledge base article could not be found."

Agents are unaffected — they can search and insert articles normally. The issue is exclusively on the customer-facing side.

Steps to Reproduce

1. In JSM Cloud, go to Project Settings → Knowledge Base

2. Link a Confluence Folder (not a full Space) as the knowledge base source

3. Ensure the articles are published, unrestricted (Open), and located directly under the linked folder

4. As a customer, open the Customer Portal and search for an article — or open an article linked in a public comment

5. Click on any article

Expected Result
The article opens normally, as it does when a full Confluence Space is linked.

Actual Result
The customer sees: "The knowledge base article could not be found."

Workaround
Switching back from a Folder knowledge source to a full Space knowledge source immediately resolves the issue for customers.

Additional Context

• The Folder knowledge source option is available directly in the JSM Cloud UI, which indicates it is a supported, generally available feature — not a beta or experimental option

• This issue is confirmed still reproducible as of July 2026

• Agents (internal users) are not affected — only customers

• Affected surfaces: Customer Portal search results, public comments with KB article links

Environment

• JSM Cloud

• Confluence Cloud

• Confirmed on: July 27, 2026

[Dan Breyen]

Hi @Lenka Benedíková I'm linking a Support Article from Atlassian on using the folder for reference:: link-a-confluence-folder-to-your-knowledge-base 

I don't see any open work items on Atlassian's Jira Site, but I could have missed it.

I've requested Atlassian Support weigh in.  I would say if you've gone through that KB article and you haven't heard from Atlassian in a few days,  to open a Support Work Item, since your the Project Admin.

[Joseph Chung Yin]

@Lenka Benedíková -

The key that you want to focus on is the folder's space permission setup in Confluence (especially the parent of the folder permission configuration).

Hope this also helps.

Best, Joseph