JSM Virtual Service Agent only indexes 1 of 4 linked Confluence articles

Hi everyone,

I'm having an issue with AI Answers in JSM Cloud's Virtual Service Agent (VSA).

Although a linked Confluence KB space contains 4 published articles, the AI Answers setup screen shows only "1 article," and the portal chat fails to answer KB-based questions. However, all 4 articles appear properly in the standard Customer Portal search bar, suggesting the JSM-Confluence linkage works, but the AI indexing pipeline is stuck.

1. Environment & Symptoms

• Environment: JSM Cloud / Confluence Cloud

• Structure: Standard Confluence space (1 home page + 2 parent pages + 4 child articles)

• Symptoms:

  • Project settings > Virtual Service Agent > AI Answers shows "1 article".

  • Portal chat returns fallback responses ("I'm still learning") for relevant queries.

  • Standard portal search finds and displays all 4 articles normally.

2. Troubleshooting Already Attempted

• Page Hierarchy: Verified articles are standard child pages, not Confluence Folders.

• Re-triggering: Edited and republished each article to trigger update events.

• Permissions: Access is set to "All logged-in users" with no page restrictions or label filters.

• Resetting: Unlinked/re-linked the KB space and toggled AI Answers off and on.

• Time: Waited several days with no change.

3. Questions

1. Why would articles be visible in standard portal search but skipped by AI Answers indexing?

2. Is there a way to force a manual rescan/sync for the Atlassian Intelligence vector index?

3. Are there specific admin.atlassian.com settings (e.g., Rovo / Atlassian Intelligence permissions) required for AI Answers to process KB content?

Thanks in advance for your help!